Customer Care - Complaints leaflet (105 KB PDF) - Angus Council

Customer CareCOMPLAINTSTel: 08452 777 778Fax: 01307 466183Email: accessline@angus.gov.uk

Customer CareCOMPLAINTSCustomer CareCOMPLAINTSAngus Council aims to provide a courteous andhelpful service to our customers. We aim to deliverthe best standards of customer care possible andprovide the modern customer services thatpeople want.Our complaints handling procedure reflects AngusCouncil’s commitment to valuing complaints, usingthe information from them to improve our servicesand customer satisfaction.If something goes wrong or you are dissatisfied withour services, please tell us using the council’s twostage complaints procedure outlined in this leaflet.Angus Council strives to provide access to information about services to allour customers. Information you need can be provided in other communitylanguages. For people with visual impairment, an alternative format such aslarge print, audio or Braille can be provided.If you need assistance contact ACCESSLine on 08452 777 778or email accessline@angus.gov.uk.What is a complaint?We regard a complaint as any expression of dissatisfaction about our action orlack of action, or about the standard of service provided by us or on our behalf.What can I complain about?You can complain about things like:• delays in responding to your enquiries and requests• failure to provide a service• our standard of service• council policy• treatment by or attitude of a member of staff• our failure to follow proper procedure.Your complaint may involve more than one council service or be aboutsomeone working on our behalf.What can’t I complain about?There are some things we can’t deal with through our complaints handlingprocedure. These include:• a routine first-time request for a service, for example a first-time request for ahousing repair, reporting faulty street lighting, broken leisure equipment etc• requests for compensation from the council• issues that are in court or have already been heard by a court or a tribunal• disagreement with a decision where a statutory right of appeal exists, forexample in relation to council tax or planning• an attempt to reopen a previously concluded complaint or to have acomplaint reconsidered where we have already given our final decision.Although most complaints will be dealt with in this way there are separatecomplaints procedures for some council activities and services such as socialwork, recruitment and bus services.If other procedures or rights of appeal can help you resolve your concerns,we will give information and advice to help you.If your complaint relates to a care service we provide, you can choose tocomplain to us or the Care Inspectorate. You can find out moreabout their complaints procedure, or make a complaint, by contactingthem at http://www.scswis.com/ or Tel: 0845 600 9527,Fax: 01382 207 289, Email: enquiries@careinspectorate.com1 2

Customer CareCOMPLAINTSCustomer CareCOMPLAINTSWho can complain?Anyone can make a complaint to us, including the representative of someonewho is dissatisfied with our service. We understand that you may be unable, orreluctant, to make a complaint yourself. We can take complaints from a friend,relative, or an advocate, if you have given us your written consent.You can find out about advocates in your area by contacting the ScottishIndependent Advocacy Alliance.Website: www.siaa.org.ukTel: 0131 260 5380Fax: 0131 260 5381How do I complain?You can complain in person, by phone, in writing, email or online atwww.angus.gov.uk/customercareIt is easier for us to resolve complaints if you make them quickly and directly tothe service concerned. So please talk to a member of our staff at the serviceyou are complaining about. Then they can try to resolve any problems on thespot.When complaining, tell us:• your full name and address• as much as you can about the complaint• what has gone wrong• how you want us to resolve the matter.How long do I have to make a complaint?Normally, you must make your complaint within six months of:• the event you want to complain about, or• finding out that you have a reason to complain, but no longer than 12months after the event itself.In exceptional circumstances, we may be able to accept a complaint after thetime limit. If you feel that the time limit should not apply to your complaint,please tell us why.Our complaints procedure has two stages:Stage one – service resolutionWe aim to resolve complaints quickly and close to where we provided theservice. This could mean an on-the-spot apology and explanation if somethinghas clearly gone wrong, and immediate action to resolve the problem.We will give you our decision at Stage 1 in five working days or less, unlessthere are exceptional circumstances.If we can’t resolve your complaint at this stage, we will explain why and tell youwhat you can do next. We might suggest that you take your complaint to Stage2. You may choose to do this immediately or sometime after you get our initialdecision.Stage two – investigationStage 2 deals with two types of complaint: those that have not been resolved atStage 1 and those that are complex and require detailed investigation.All Stage 2 complaints must be submitted to the Chief Executive at:Angus Council, Angus HouseOrchardbank, Forfar, DD8 1AXEmail: chiefexec@angus.gov.ukFax: 01307 461874When using Stage 2 we will:• acknowledge receipt of your complaint within three working days• discuss your complaint with you to understand why you remain dissatisfiedand what outcome you are looking for• give you a full response to the complaint as soon as possible and within 20working days.If our investigation will take longer than 20 working days, we will tell you. Wewill agree revised time limits with you and keep you updated on progress.3 4

Customer CareCOMPLAINTSCustomer CareCOMPLAINTSWhat if I’m still dissatisfied?After we have fully investigated, if you are still dissatisfied with our decision orthe way we dealt with your complaint, you can ask the Scottish Public ServicesOmbudsman (SPSO) to look at it. The SPSO cannot normally look at:• a complaint that has not completed our complaints procedure (so pleasemake sure it has done so before contacting the SPSO)• events that happened, or that you became aware of, more than a year ago• a matter that has been or is being considered in court.You can contact the SPSO:In Person:By PostSPSOSPSO4 Melville Street Freepost EH641EdinburghEdinburghEH3 7NSEH3 0BRFreephone: 0800 377 7330Online contact www.spso.org.uk/contact-usWebsite: www.spso.org.ukMobile site: http://m.spso.org.ukQuick guide to our complaints procedureComplaints procedureYou can make your complaintin person, by phone, in writing, email or online atwww.angus.gov.uk/customercareWe have a two-stage complaints procedure. We will always try to deal withyour complaint quickly.If it is clear that the matter will need a detailed investigation, we will tell youand keep you updated on our progress.Stage 1: frontline resolutionWe will always try to resolve your complaint quickly, within five workingdays if we can.If you are dissatisfied with our response, you can ask us to consider yourcomplaint at Stage 2.Other useful contactsFor all general enquiries, requests for services, complaints and payments forsome council services contact ACCESSLine or your local ACCESS office.For telephone enquiries please call ACCESSLine on 08452 777 778, openfrom 8am to 6pm Monday to Friday. Outwith these times an answering serviceis operational, giving details of emergency arrangements and allows you toleave messages.Arbroath ACCESS OfficeOld Parish Church, Kirk Square,DD11 1DXBrechin ACCESS Office36 Bank Street, DD9 6AXCarnoustie ACCESS Office26 High Street, DD7 6APForfar ACCESS OfficeMunicipal Buildings, Castle Street,DD8 3AFKirriemuir ACCESS and CommunityPolice Office,15 Reform Street, DD8 4BSMonifieth ACCESS and CommunityPolice Office,81 High Street, DD5 4AAMontrose ACCESS OfficeTown House, High Street, DD10 8QWStage 2: investigationWe will look at your complaint at this stage if you are dissatisfied with ourresponse at Stage 1. We also look at some complaints immediately at thisstage, if it is clear that they are complex or need detailed investigation.We will acknowledge your complaint within three working days. We will giveyou our decision as soon as possible. This will be after no more than 20working days unless there is clearly a good reason for needing more time.The Scottish Public Services OmbudsmanIf, after receiving our final decision on your complaint, you remaindissatisfied with our decision or the way we have handled your complaint,you can ask the SPSO to consider it.We will tell you how to do this when we send you our final decision.5 6