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Comments, Compliments and Complaints

We recognise the importance of customer comments, complaints and compliments and welcome them as a valuable form of feedback about our services.

We are committed to using the information you give us to help make improvements wherever possible.

Our comments, complaints and compliments procedure outlines the council’s aims when dealing with your feedback and sets out what you as the customer can expect from us.

You should not use the customer feedback procedure for the following:

If you want to report everyday problems, such as missed bins, vandalism, and complaints about food. In these cases you should contact the appropriate service team, by calling 020 8207 2277 or emailing customer.services@hertsmere.gov.uk. 

If you want to challenge a penalty charge notice, you should either email or write to our Parking Services Team so they can review your challenge.

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, or by emailing foi@hertsmere.gov.uk

If you want to make a complaint about a councillor, you should complain in writing to the Standards Committee at the Civic Offices, Elstree Way, Borehamwood, Herts, WD6 1WA..

What is a comment?

If you have an idea about how we can improve our services we want to hear from you. Perhaps you can suggest how we can provide better value for money or do things differently in future. Just tell us and we’ll look into your suggestion, see how it might work and then let you know what we’re planning to do.

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.

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.

There are three stages that we have in relation to a complaint.

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 provides the service you are complaining about. 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 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, 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; or  
  • 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 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.

What is a Compliment?

It’s always nice to get a compliment, and by telling us when we do a good job we can ensure that the staff responsible are properly thanked. It also helps us to identify areas of best practice that other teams within the council can use to help them deliver their services. All compliments are acknowledged and we’ll let you know if we’ve been able to use your compliment to improve service delivery.

You can make a Comment, Complaint or Compliment by contacting us:

  • in person at the Civic Offices, Elstree Way, Borehamwood and the area offices in Bushey and Potters Bar; 

Or by;