Frequently Asked Questions
Frequently asked questions about the council complaints, comments and compliments procedure.
What is a comment or compliment?
What is a complaint?
What are the stages of a complaint?
Details of Local Government Ombudsman
Can I contact any one else?
How do I report everyday concerns eg missed bin?
How do make a request for information?
How can I challenge a parking fine?
How do I make a complaint about a councillor?
What is a comment or compliment?
You can make a comment or give us a compliment if you:
- want to let us know what you think about our services
- have ideas on how we can improve our services
- want to comment on our policies
- want to let us know if you are satisfied with a service or a particular member of staff.
What happens to my comments, suggestions or compliments?
- If you have a comment or suggestion we will carefully consider what you have said and see if we can improve the service we provide;
- If you have a compliment for us, we will happily pass it on to the person or service involved;
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We will send you a reply in writing within 15 working days to let you know what we have decided after considering your comments.
What is a complaint?
A complaint is when you tell us you are not happy. For example you can complain if
- we have not done something we should have done.
- we have done something badly or in the wrong way
-
you think you have been treated unfairly or impolitely
What are the stages of a complaint?
There are three stages that we have in relation to a complaint.
Stage one
We will try to deal with your complaint informally. To do this you can make your complaint by:
- phone,
- e-mail,
- write to the team who provides the service you are complaining about.
- complete online form
- Fill out customer feedback form
We will do our best to settle your complaint without you needing to do anything else. We will respond to your complaint in writing within 10 working days.
If we cannot sort out your complaint within 15 working days, we will write to you and let you know:
-
when you can expect an answer from us; and
-
the name of the person who is dealing with your complaint.
By law, we need to deal with some complaints in a different way. If so, we will tell you and give you more information.
Stage two
If, after stage one, you are still not happy the next step is for you to make a formal complaint.
At this stage you should put your complaint in writing to the Complaints Officer. You can do this by:
-
writing a letter
-
filling in a customer feedback form
If you need help in completing the form, please ask us.
Upon receipt of your complaint we will then write to you within five working days to tell you who will be dealing with your complaint and to give you a reference number. This information will make it easier for you to contact the person dealing with your complaint if you need to.
The officer dealing with your complaint will:
-
consider all the details
-
take any necessary action
-
make sure you receive a written reply within another 10 working days.
If we cannot send you a written reply within 15 working days, we will write to you to:
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tell you why we need more time; and
-
let you know when you will receive a written reply.
Stage three
If you have been through stages one and two and you are still not happy, you can ask our Complaints Officer to refer the matter to one of our directors. They will decide whether we should carry out an investigation. They will consider whether carrying out an investigation is likely to lead to a response which you will find helpful.
If the director thinks that it would not be useful, the Complaints Advisory Panel (made up of three councillors) will then consider whether or not an investigation by us would be appropriate. The Complaints Officer will write to you within 20 working days to tell you the panel’s decision.
If we cannot make a decision within 20 working days, we will write to you and let you know when you will receive a written response.
If the Complaints Advisory Panel decide that we should carry out an investigation, a senior officer who has not already been involved will be responsible. He or she will prepare a report for the Chief Executive. The senior officer will contact you as part of their investigation. The Chief Executive will write to you within a further 30 working days to explain what he is going to do about your complaint.
Details of Local Government Ombudsman
We hope that we can solve your problem, but if you have followed our complaints procedure and you are still not happy, you can contact the Local Government Ombudsman’s office at:
Millbank Tower
Millbank
London SW1P 4QP
Phone: 020 7217 4620
Fax: 020 7217 4621
E-mail: enquiries.london@lgo.org.uk
You can get leaflets about how to complain to the Local Government Ombudsman from our Borehamwood, Bushey or Potters Bar offices.
Can I contact any one else?
You could ask a friend or relative for help, or contact an independent person or organisation, for example:
- your local councillor
- your MP
- a solicitor
- Citizens Advise Bureau
How do I report everyday concerns for example a missed bin?
If you want to report everyday problems such as missed bins, vandalism or complaints about food you should contact the appropriate service team. You can do this by calling 0207 207 2277 or emailing customer.services@hertsmere.gov.uk.
How do make a request for information?
If you are requesting information under the Data Protection Act or Freedom of Information Act, you should do this in writing to the Information Officer at the Civic Offices or by emailing foi@hertsmere.gov.uk.
Please also visit our complaints procedure section for more information.
How can I challenge a parking fine?
If you want to challenge a penalty charge notice you should do this in writing. Please send a letter to Parking Services at the civic. For more information please see the section on Penalty Charge Notice.
How do I make a complaint about a councillor?
If you want to make a complaint about a councillor, you should complain in writing to the standards committee at the Civic Offices.