Complaints - Procedure

The Council is committed to using the information it receives to help drive forward improvements.

This procedure outlines the aims of the Council in dealing with complaints and sets out what you as the customer can expect when making a complaint regarding a Council service.

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; or 
•  you think you have been treated unfairly or impolitely.

You should not use the customer feedback procedure for the following things. 

• If you want to report everyday problems (such as missed bins, vandalism, and complaints about food), you should tell the appropriate service team. 
• If you are asking for 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.
• If you want to make a complaint about a councillor, you should complain in writing to the Standards Committee at the Civic Offices.

Our promise to you

We are committed to putting you first and providing a quality customer service. This includes dealing with any complaint you may have.

We will: 

• deal with your complaint quickly and fairly; 
• tell you what is happening with your complaint and do everything we can to help you; 
• only reveal your identity to people who need to know it; 
• explain our decision; and 
• use your complaint to review and improve the way we provide services.

Your right to a council service will not be affected if you make a complaint.

How to make a complaint

You can complain:

• in person at the Civic Offices and the area offices in Bushey and Potters Bar; 
• by phone on 020 8207 2277;
• by letter; or 
• by e-mail on customer.services@hertsmere.gov.uk
• by using the online form

• by using the Customer feedback form 

Stage one

We will try to deal with your complaint informally. This means that you should phone, e-mail or write to the team who provide the service you are complaining about. Our staff will do their best to settle your complaint without you needing to do anything else. We will respond to your complaint in writing within 15 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 you are still not happy after stage one, 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; or 
• filling in a customer feedback form, which is attached to this leaflet.

Please ask a member of our customer services team if you need help to write your complaint or fill in the form.

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 15 working days.

If we cannot send you a written reply within 15 working days, we will write to you to: 

• 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.

Local Government Ombudsman

If you are unhappy with the outcome or way in which the Council has investigated your complaint, you may ask the Local Government Ombudsman  to investigate the matter on your behalf.

We welcome helpful criticism by the Local Government Ombudsman. In addition our objective must be to identify our own failures and resolve them reasonably and quickly.