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Ubiqus Reporting

Aylesbury Vale District Council (89563)

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This leaflet explains how you can make a compliment, comment or complaint to the council. For a free translation please call 01296 425334.

Gujarati Aylesbury Vale (89563)

01296 425334

UrduAylesbury Vale (89563)

Ubiqus Reporting

Aylesbury Vale District Council (89563)

This leaflet explains how you can make a compliment,comment or complaint to the council. For a freetranslation please call 01296 425334.

November 2007

If we’ve got it right or wrong...

How to make a comment, compliment or complaint to Aylesbury Vale District Council

We provide a wide range of services to residents and businesses and we deal with hundreds of enquiries every week.

We aim to give the best possible service to everyone. However, there are times when we do not get it right and you may want to comment, complain or suggest ways we can improve our service.

Getting in touchIf you want to comment or complain about our services, you can do so in a number of ways:

Visit our Customer Service Centre at 66 High Street, Aylesbury or our area offi ces in Buckingham or Winslow.

Telephone – our main number is 01296 585858, or if you use Minicom, 01296 585055.

Fill in the forms attached to this booklet – you do not need a stamp or envelope.

Fill in the forms on our website – go to www.aylesburyvaledc.gov.uk then click on You tell us on the home page.

If you are unsure who you need to speak to, please call our main telephone number 01296 585858, or you can ask any receptionist.

If you prefer, you can talk to your local district councillor. You can telephone us, or look in the leafl et A-Z of Council Services or look at the website to fi nd out who they are.

32

Tell us when we get things rightWe are always looking to improve the quality of services we provide. So knowing when we get things right is just as important as knowing when we need to do better.

There may also be times when you want to thank our staff for a job well done. You can thank our staff personally, or you can pass on your compliments by writing to us, or you can fi ll in the attached form.

How to make a comment or complaintWe would like to hear from you if you think we have:

done something wrong or badly;

not done something we should have;

treated you unfairly because of your age, disability, ethnic origin, marital status, race, religion, sex or sexuality;

not been polite to you; or

been too slow to act.

If you decide to comment or complain, you will need to do the following:

Tell us what the problem is.

Tell us how it came about.

Say how the problem has affected you.

Tell us what you would like us to do to improve things or put things right.

If you need help fi lling in the form, please ask to speak to the Service Liaison Offi cer in the appropriate department by telephoning our switchboard.

32

4 5

1 Taking up your complaintWe are committed to putting things right.

If you have a complaint, first speak to the officer (or service) involved, who will try to sort out the problem.

If you are not happy with the way your complaint is handled, speak to the service liaison officer for the relevant service. They will do the following:

Send you an acknowledgement of your complaint within five working days of receiving it.

Look into your complaint or pass it over to an investigating officer to look into. They will let you know the result of their investigation within ten more working days. (If the investigation will take longer, they will let you know.)

Say what action we can take to solve the problem.

Act as your point of contact with us.

2 What to do if you are still not happyIf you are still not happy with the results of our investigation, you can send your complaint to the director of the department concerned. They will do the following:

Send you an acknowledgement within five working days of receiving it. Look into your complaint and reply within ten more working days.

If the directorʼs investigation will take longer, they will explain why. Act as your point of contact with us. Tell you your rights if you are still not happy.

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3 What to do next

If you think we have not dealt with you complaint fairly at any of the stages described in this leaflet, please write to:

Andrew Grant, Chief Executive Aylesbury Vale District Council The Gateway, Gatehouse Road Aylesbury Bucks HP19 8FF

4 Not satisfi ed?If you are still not satisfied with our response, you can ask the Local Government Ombudsman to look into your complaint. The Ombudsman is an independent person appointed to review the actions of district and county councils.

Although you can contact the ombudsmanʼs office at any stage, they will not normally take up your case until you have been through our procedure (as set out in this booklet) first.

Leaflets about the ombudsman service are available in our offices or you can contact the ombudsman by writing to:

The Local Government Ombudsman Millbank Tower, Millbank London SW1P 4QP

Telephone: 020 7217 4620 E-mail: xxxxxx@xxx.xxg.uk Website: www.lgo.org.uk

Chief Executiveʼs Support Services AYLESBURY VALE DISTRICT COUNCIL

The Gateway Gatehouse Road Aylesbury Bucks HP19 8FFTel: (01296) 585010 Minicom: (01296) 585055 Fax: (01296) 488887

www.aylesburyvaledc.gov.uk 6

Committed to equalityWe are committed to promoting equality and will not place anyone at a disadvantage because of their age, disability, ethnic origin, marital status, race, religion, sex or sexuality.

If you use the attached comments, compliments and complaints form, please also fill in the enclosed equality monitoring form. You do not have to, but it will help us monitor our performance in making sure we provide equal access to our services.

The information you provide is confidential and will not be seen by the department dealing with your comment, compliment or complaint.

We can helpIf you need help filling in the attached forms, please speak to the service liaison officer for the appropriate service. They will be happy to help you.Our telephone number is 01296 585858.For Minicom users, telephone 01296 585055.Please attach any letters or other information that supports your comment, compliment or complaint.

If you would like this leaflet in large print or on tape, phone 01296 585010.

Comments, compliments and complaints form(Please write in capital letters in black pen)

Title (tick box) Mr Mrs Miss Ms Other

First name(s)

Surname

Address

Postcode

Daytime phone number Mobile

Email address

Please give your comment, compliment of complaint in the space below:

Please cut off this page and fold it in half, moisten the edges and then seal. No stamp required.

What caused this situation? Please give any background details:

What do you think could be done to improve things or put things right?

Have you contacted us before about this? Yes No

If yes, when? Please write date:

Who did you speak to?

Your signature

Date

Please cut off this page and fold it in half, moisten the edges and then seal. No stamp required.