Compliments and Complaints
Let us know how we are doing
We are committed to providing a quality service to all the people of Staveley. In order to do this we constantly look for new ways of improving how we work. You are in the best position to judge how we are doing and we certainly need you to tell us when we get it wrong.
If you do have a complaint, please rest assured that all complaints received are recorded and acted upon. Quite often we can resolve a complaint immediately; if not, we will investigate your complaint fairly and fully and deal with the situation quickly and confidentially.
We are also pleased to receive letters of praise for our staff, and for the service we provide.
You can make a complaint or compliment by contacting us.
What happens if I make a compliment?
Compliments will be passed on to the member of Staff concerned. We will write to acknowledge receipt of the compliment and confirm that it has been passed on appropriately.
What happens if I have a complaint?
Upon receipt of a written complaint we will send you a card confirming that it has been received and recorded. The Town Clerk or Assistant Financial Officer will investigate the complaint and will aim to dispatch a full response within 20 working days of receipt of the complaint.
Sometimes more complex complaints can take longer than 20 working days to investigate. If this is the case, we would write, notifying the complainant of the delay and when we expect to complete the investigation.
If a complaint is upheld, we will apologise and try to put procedures in place to prevent a similar incident from re-occurring. If we feel that the complaint is not justified, we will explain why.
What happens if I am not satisfied with the response?
The complainant should notify us of dissatisfaction and ask for a further review to take place. This request will be acknowledged within 5 working days.
A review will be conducted by Elected Members; we will aim to send a reply within 30 working days.