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Kirklees' complaints procedure
Kirklees Council - January 2013
We want to hear your views
We want to hear your views about the services we provide. Although we work hard
to give you the best possible service we realise that things sometimes go wrong
and that we can make mistakes. We need to know when this happens so we can put things
right and learn to do things differently in future. We see your comments and complaints
as an opportunity to help us improve the services we provide.
If you have any complaints about the council please let us know. We would also like
to hear your comments or compliments.
How do I make a complaint?
You can make a complaint in the way that best suits you- in person, by phone, by
letter or by email. You can also use the online form on our website to make
complaints, comments and compliments.
If you can’t complain yourself ask someone to do it for you, such as a relative,
friend or neighbour.
How we deal with your complaint
There are three stages to our complaints procedure but we hope that most problems
can be resolved quickly at the first stage.
Contact the person or office who provides the service you are unhappy with. They
are in the best position to put things right quickly. If you are not sure which
service to contact please get in touch with the Customer and Exchequer Service by emailing firstname.lastname@example.org
who will forward your complaint to the appropriate service.
See the list of complaint contact officers for each service.
If you are not sure which service to contact please contact:
We will deal with your complaint fairly and as informally as possible. Many problems
can be put right straight away - if this is not possible we aim to reply within
6 working days. If we cannot reply within 6 days we will tell you why and let you
know when you an expect us to contact you again.
If you are unhappy with the way we handled your complaint tell the person you have
dealt with that you wish to have the complaint looked at by the head of that council
The head of service will arrange for your complaint to be investigated and we will
aim to give you a written reply within 15 working days. If we need longer to look
at your complaint we will let you know.
If you are still unhappy about the way in which we have handled your complaint you
can ask the council's Corporate Customer Standards Officer (CCSO) to review it.
The CCSO will contact you and tell you how long it will take to deal with your request.
The CCSO will write to you after carrying out the review.
If you are still not happy
If you are still not happy after we have investigated and reviewed your complaint
then you can contact the Local
Government Ombudsman and ask them to investigate.
How to contact them
Local Government Ombudsman
PO Box 4771
Call the Advice Team: 0300 061 0614
Fax: 024 7682 0001
Complete an online complaint form at: www.lgo.org.uk/making-a-complaint
The Local Government Ombudsman publish an annual report for each council on a yearly