Complaints
Speak Out.... If you have had a bad experience we'll listen
Please tell us what you think.....
Bath & North East Somerset Council aims to provide the best
possible service but sometimes things can and do go wrong. The
Council is committed to putting these situations right and
preventing them from happening again.
When to make a complaint....
- If we fail to respond to a routine service request or don't act
in time.
- If you receive seriously inadequate or unsatisfactory
service
- If we fail to follow policies, rules or procedures
- If you experience any discrimination, harassment or unhelpful
behaviour from staff
- If we give you any inaccurate or misleading
information
What we need to know.....
- Your name
- The details of your complaint
- Where and how we can contact you
- If you need any help like an interpreter, someone to act on
your behalf
What we will do....
- Treat you will courtesy and take the complaint seriously
- Acknowledge all written complaints within 5 working days and
provide a full response within 15 working days. If we need
longer, we will let you know why and when you can expect a full
reply.
- Investigate the situation fully and promptly and put matters
right as quickly as possible.
Who to contact for complaints
about.....
- A Councillor or the Council as a whole - The
Council Solicitor, Riverside, Temple Street, Keynsham, Bristol BS31
1LA. Tel: 01225 395171 or email
vernon_hitchman@bathnes.gov.uk
- Individual Schools - The Head Teacher or Chair
of Governors
- Children's Services - for more
information and contact details visit the Children's
Services webpages.
- Adult Social Services - for more
information and contact details visit the Health
& Social Care webpages.
If you need further advice....
Important information...
Please do not use the attached complaints form for any of the
following areas:
- Formal decisions made by Councillors- please contact your
local Councillor directly.
- Making a general comment - please complete a Suggestions
and Compliments form instead
- Children's Services
- Adult Social Services
- Individual schools & certain complaints about
Education
- Matters over which the Council has no legal authority or powers
of action
Refer to the previous section for information about Who to contact if your complaint relates to
one of the areas listed above.
What you can do if you are not satisfied with the outcome of a
complaint:
Initially, you can ask for another member of staff to look into
the complaint. If you are still unsatisfied with the response, an
officer will be appointed from outside the service area involved.
If you feel the investigation was not conducted properly, ask for
the matter to be reviewed. The Council will normally require proof
of this before further action is taken. If you are still
unsatisfied by this point, you can contact the Ombudsman at:
The Commission for Local Administration in England
No2 The Oaks
Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Email: enquiries.coventry@lgo.org.uk
Inform us of your complaint
