Comments, compliments, complaints - Purbeck District Council

A guide to our complaints procedure.

We aim to provide the best possible services to our customers - the people and organisations who make up the community in Purbeck. Of course, it may not be possible to meet all needs but our response should always be prompt, helpful, courteous and efficient.

Problems will arise from time to time and many will be resolved in discussion with officers of the council. If you have not previously raised your concern with the council you should contact the appropriate service (by phone, email, visit or letter) and request that action be taken. Such a request will not be treated as a complaint.

The 24 district councillors are your elected representatives and are available to advise and assist in any way they can with your concerns. You can find out how to contact them on the Purbeck councillors page. On occasion however, you may feel that your own particular problem has not been given proper attention or has been mishandled and you wish to complain.

Guide to the complaints procedure

A Complaints Procedure (PDF, 135kb) (opens in a new window) is available to download.

To whom do I complain?

By using the Purbeck online complaints form your complaint will be sent to the appropriate officer
Alternatively, write to the appropriate General Manager using the complaint form (pdf, 77kb) (opens in a new window) (also available from the council offices), marking the envelope "Confidential - Complaint"
If you need help to put your complaint in writing please ask a member of staff. They will record your complaint in a book at reception if you do not wish to put your complaint in writing
You can ask someone like a friend or relative to help with your complaint, or even make it for you - this will not affect the way we deal with your complaint

Please be assured that any complaint will be treated confidentially and that the fact you have complained will not affect any dealings you might have with the council.

How long will I have to wait?

Your complaint will normally be acknowledged by return of post (if you use Purbeck online complaints form, you will be given a receipt within one working day) giving the name of the officer who will be dealing with your case. Where appropriate we may telephone you in the first instance. We aim to respond in writing within 10 working days of receipt of your complaint. If there is likely to be an unavoidable delay beyond 10 working days we will let you know.

If I am not satisfied, what do I do next?

Write to the Chief Executive, using the complaint form (pdf, 77kb) (opens in a new window) , marking the envelope "Confidential - Complaint". Receipt of your complaint will be acknowledged by return of post and a response in writing sent as soon as possible, generally within 15 working days of receipt.

The Local Government Ombudsman

If you have gone through the above procedures but are still unhappy with the council´s response and if you feel that you have suffered injustice because of maladministration by the district council (that is the way the council has handled your case - not the decision itself), obtain a leaflet from the council offices, entitled 'Complained to the council? Still not satisfied?'.

You may obtain a complaint form from the Local Ombudsman's website (opens in a new window)

Complaints about councillors - Purbeck District Council
The Code of Conduct for Councillors and the complaints process - what this means to you.
Unreasonable complainant behaviour and overly persistent complaints policy
The council has a policy which describes in detail the kind of behaviour which is unacceptable and this policy also describes what we will do about it.