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Registering your complaint

Online: Customer feedback form

This is a link to the new customer feedback system launched in January 2024 and if you use this method, then you will be able to track the progress of your complaint online and view the response. You can also leave feedback anonymously; however, we will not be able to respond. You are still able to view a complaint raised in the previous system. Please do not use this to raise new complaints, instead use the Customer feedback form.

Email us:

Alternatively, you can write to:
The Customer Relations Team
PO Box 9
Shire Hall
CV34 4RD

If we can not resolve your issue within one working day it will be registered as a complaint. The issue must be presented within one year of the incident occurring or coming to your attention.

We will:

  • acknowledge your complaint within three working days and make contact with you to discuss the complaint
  • agree and record what you want to happen
  • determine if the right information is available
  • agree on a plan of investigation and timescale with you.

Investigating your complaint

We will:

  • assess the seriousness of the complaint
  • decide on the most appropriate response
  • explain to you the different types of investigation/review which can be used to consider your complaint.

Responding to your complaint

We will provide a clear written response to you. We will share with you any improvements we intend to make. The complaints process must be completed within six months of the complaint being received.

If you are not happy with the response, you can ask the Local Government Ombudsman (LGO) to review the way we have dealt with your complaint.

Feedback - See, Hear, Act

A high-quality service wants to know what it does well and how it can do better in the future. One way we can find out is to hear the views about the care given to customers. We want you to tell us about your experience and wider observations using our see, hear, act checklists. This feedback will help us recognise good practice and address concerns, resulting in how we can do things better in the future.

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