Complaining to the Council
A Guide to
our Complaints Procedure
OUR
COMMITMENT TO YOU
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,
e-mail, visit or letter) (see later for list) and request that
action be taken. Such a request will not be treated as a
complaint.
Also, don´t forget that the 24
Councillors are your elected representatives and are available to
advise and assist in any way they can with your concerns (
their names and contact
details are available on the website or from the Council
offices).
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 ...
TO WHOM DO I
COMPLAIN?
Write to the appropriate Head of
Service (see later), preferably using the
standard
complaint form (available from the Council offices or to
download in the "Documents" section below), marking the envelope
"Confidential - Complaint", or one of the online complaints form
listed in the "Links" section below. If you have already been
in touch with the appropriate Head of Service you should
write to the Chief Executive.
Your complaint will be
acknowledged by return of post (if you used one of the online
complaint forms you will normally receive 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 you need help to put your
complaint in writing please ask a member of staff. At the least
they should be able to record your complaint in a book at Reception
areas 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.
IF I AM NOT
SATISFIED, WHAT DO I DO NEXT?
Write to the Chief Executive,
preferably using the standard complaint form, 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).
IF I AM STILL
NOT SATISFIED, WHAT CAN I DO NEXT?
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 "Your Local Ombudsman".
You may obtain a complaint form from the Local Ombudsman’s website
at
http://www.lgo.org.uk/ (external
website)
USEFUL NAMES
AND ADDRESSES
The name and address of your local Councillor
may be obtained from the website or from Council offices at
Westport House, Worgret Road, Wareham. Telephone: (01929)
556561.
The Council´s Senior Officers who
(except for the
Sports Centre) are all based at Westport House
are:-
Chief
Executive
Steve Mackenzie - responsible for
overall policy co-ordination, electoral matters, civil
contingencies, emergency planning, IT,
data protection and the following Heads of Service:
- Head of Revenue Services and Social Support:
Philip McStraw - Council Tax collection, business rates, benefits,
concessionary travel and car parks
- General Manager - Central
Services: Frances West - legal services, local
searches, meetings administration, Freedom of Information,
licensing and standards monitoring
- General Manager - Financial Services: Sue
Joyce - finance, budgets, insurance matters and audit
- General Manager - Planning Services:
Mark Sturgess - forward planning, conservation, housing
policy, tree protection, economic development, tourism,
leisure, planning and building regulation applications and
enforcement
- General Manager - Environmental Services:
Bill Davidson – environmental health, pollution, food
hygiene, recycling, refuse collection, coast protection and land
drainage
- Purbeck Sports Centre Manager: Terry Peterson
- at Purbeck Sports Centre, Worgret Road, Wareham BH20 4PH - tel.
(01929) 556454
If you are in doubt about whom to
contact, please contact the Main Reception area at the Council
offices: Telephone (01929) 556561.
Please tell us if you have any
comments on this complaints procedure or our response under it.
Even if you don’t have a complaint
please tell us if
you think improvements can be made to any of our services
- write to the appropriate Head of Service. Also, please
tell us
from time to time if you think we have done something
well.
Documents:
Size: 30.7kb
Adobe Acrobat Document
Links:
Council's Online Complaints Forms:-
Local Government Ombudsman (external
website)
Contact Details: