Corporate complaints and compliments
Complaints and compliments submitted to Wyre Council are monitored on our system making them easier to track and follow up for some time. Staff record complaints and issue an immediate acknowledgement letter. Emails, letters and complaints received using our comments form, are also logged onto the system.
We aim to respond to first stage complaints within 10 working days. In some instances it does take longer than 10 working days to respond if further evidence has to be obtained. In these cases the customer is contacted so they are aware that there may be a delay in responding. The system automatically issues emails to the relevant officers and also follow up emails, to ensure that response times are adhered to.
During the period 1 April 2017 to 31 March 2018 a total of 75 complaints were received and dealt with under the corporate complaints scheme.
Thirteen complaints were advanced to the second stage of the complaints procedure. This second stage allows customers who were not satisfied with the initial response they received, to request a further investigation, by a senior officer from another service area. If the customer’s complaint has been investigated under both stage one and stage two and they still feel that the complaint has not been satisfactorily resolved, then they can pursue it with the Local Government Ombudsman.
There are no apparent common themes running through the complaints, as has been the case in previous years. Customers will always complain if they are not happy with the collection of their rubbish or the recovery of a debt. However in some instances it can give a warning of a service that may have a problem or not be performing at the level that is expected.
A total of 193 compliments were received from customers the period 1 April 2017 to 31 March 2018.
We are committed to providing the best customer service we can even in difficult times. Complaints are dealt with by individual departments and any lessons learned can then be implemented by the department.
We take comments, complaints and compliments by telephone, letter, email, Facebook, on our feedback form and also by speaking to a member of staff, to ensure that the process of making complaints and compliments is as easy as possible for customers.
We are always looking at ways to improve the service to residents and welcome any customer feedback to help with improving our services.
For further information and advice please contact us
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