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Make a complaint online
Your comment will then be handled in accordance with our
complaints procedure outlined below.
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Did you know that you can also get involved?
- Is there anything you want to say to South Somerset
District Council, whether it's about district council services or
something else that affects the community?
- What do you think we could be doing better?
- Do you have ideas that you think we should listen
to?
Find out how to get involved
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Complaints procedure
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| We define a complaint as "an expression of dissatisfaction,
however made, about the standard of our service, actions or lack of
action by the Council or its staff affecting an individual customer
or group of customers". They are dealt with in a series of
escalating stages. |
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Stage 1 - Service Manager:
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Any South Somerset District Council officer receiving a
complaint will:
- Establish the exact nature of your complaint (this may be
recorded by our Customer Services team).
- Forward your complaint to the responsible Service Manager.
- The Service Manager will acknowledge your complaint in writing.
A full reply will be posted to you within 10 working days; however
if we are unable to reply to you within that period, we will
acknowledge receipt of your letter within 5 working days and give
you a realistic timescale.
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Stage 2 - Assistant Director:
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| If you are not satisfied with the response, please ask for your
complaint to be referred to the Assistant Director responsible for
the Service. The Assistant Director will investigate the matter and
respond to you in full within 10 working days or 5 working days for
a holding reply (which will give you a realistic timescale to
expect your response). |
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Stage 3 - Local Government Ombudsman:
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If you feel your complaint has not been resolved after stage 2,
you may wish to pursue your complaint through the Local Government
Ombudsman. You will be forwarded the contact details for the
Ombudsman after Stage 2.
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You can find out more about the Ombudsman by visiting
their website
Local Government Ombudsman.
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Complaints about councillors
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| Formal complaints against councillors should be
addressed to our Monitoring Officer, who can offer advice and
further details on this process.
Find out more
about councillor complaints
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Complaints about Financial Impropriety
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Complaints about financial impropriety should be addressed
to South West Audit Partnership.
Contact South
West Audit Partnership
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