Complaints and Comments Systems

Complaints and comments systems are one of the longest established mechanisms for generating feedback about a service. Departments often have their own arrangements for encouraging user comments, but the Council also has its own corporate complaints system. Under the complaints procedure formal complaints are logged corporately. Lower level service complaints are logged in to the departments and used to inform service development. They can aid the process of continuous improvement if particular areas of concern are identified and addressed.  

Suggestions and comments from users of our Services are encouraged. They provide important feedback about our work.  

Comments will normally take the form of statements about the service/staff or ideas for improvements. Care is taken to ensure that if appropriate, negative comments are dealt with by using defect reports or complaints.  

Comments may be received by word of mouth, letter or other means (e.g. email or suggestion forms).  

Complaints and comments systems offer a way for people to express their opinions and views about a service or aspects of a service and as such are another form of feedback.

We will use a Complaints and Comments System when we are: