COMPLAINTS PROCEDURE

1. INTRODUCTION

Bideford Town Council is committed to providing good quality services. Our staff are accessible and are encouraged to resolve problems themselves or pass them to someone who can. However, we are all human and sometimes things go wrong. When they do, we like to know. Although we hope that most problems can be resolved with the minimum of formality we recognise that sometimes a formal complaint is appropriate. This explains how the complaints system works.

2. WHAT IS A COMPLAINT?

We have defined a complaint as:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council or their staff”.

3. OUR PROMISE FOR DEALING WITH COMPLAINTS

We will:

· Take your complaint seriously
· Investigate the complaint thoroughly
· Inform you of the outcome
· Operate an appeal system if you are still not satisfied
· Learn from the complaint and review policies and procedures where necessary

4. OUR TARGET FOR FORMAL COMPLAINTS

Acknowledge your complaint in writing - within 5 working days
Complete our investigation - within 15 working days
Notify you of the outcome - within 20 working days

5. HOW TO COMPLAIN

To make a formal complaint fill in the form at the bottom of the PDF file (download below) and send it to the Town Clerk at the Town Hall, Bideford, Devon EX39 2HS. If you prefer, you can simply write a letter or an email to him about your problem.

6. HOW YOUR COMPLAINT IS DEALT WITH

The Town Clerk will deal with all complaints made through the procedure described here. He will arrange for the complaint to be thoroughly investigated and will send a written response to you through the post. He will monitor progress of the investigation and if the timescales cannot be met he will tell you.

Please print out the form attached to the PDF file if you wish to complain in writing.