Complaints
South Bucks District Council and Chiltern District Council want to provide excellent services and deliver those services right first time. However, we realise that sometimes things do go wrong and customers wish to make a complaint. We want to deal with all complaints quickly and effectively, resolving at first point of contact where possible.
HOW TO COMPLAIN
By using online form
HOW WE DEAL WITH A COMPLAINT
When answering a complaint we will:
• Address the issues raised
• Explain the basic policy, procedure or the level of service we provide
• Say how we have handled the matter
• Explain clearly whether we uphold the complaint
THREE STAGE PROCEDURE
At each stage, we will aim to send a full written reply within 10 working days. If the investigation cannot be completed within that time, you will be informed within the 10 day limit and given an estimated time for resolution.
You will be informed at which level in the complaints procedure the matter has been dealt with and how to progress to the next step if you are still dissatisfied.
| THREE STAGE PROCEDURE |
| STAGE 1 Contact the relevant service area, preferably using our online form, giving details of the complaint including copies of correspondence and any other useful background information. |
| STAGE 2 If you are not satisfied with the response from the service area, notify the relevant Head of Service, in writing, within 15 days. The Head of Service will focus on understanding your continuing concerns and whether the Stage 1 conclusions were reasonable. |
| STAGE 3 If you are not happy with the Head of Service's reply, you can ask the Chief Executive to investigate the complaint. The request should be made in writing within 15 days of the Stage 2 response. The Chief Executive or one of the Directors on behalf of the Chief Executive will only consider the request if the complaint has gone through the previous stages. |
WHAT IS NOT COVERED BY THIS PROCEDURE
• Requests for a service - for example, a missed bin request
• Requests for information or an explanation of council policy
• Complaints about formal decisions taken by committees or those delegated to staff - for example, a decision on a planning application
• Matters for which there is a statutory right of appeal - for example, a decision on a housing benefit award
• Complaints where legal proceedings, court or tribunal action is being taken
• Matters which are subject to an insurance claim
• Complaints about Councillors
• Complaints made more than 12 months after the event
• Anonymous complaints
