Comments, compliments and complaints

Comments

Comments about services will be reviewed by the appropriate manager who will write and let you know what they will do as a result of your feedback.

Compliments

Compliments are a good way of letting someone know what they have done well and how they have made a different. They will be brought to the attention of the relevant manager and the officer involved.

Complaints

If you’re dissatisfied with a service provided or our policies and procedures do not meet your expectations, try to resolve with the relevant department first. If this does not resolve the matter, there are two stages to our complaints procedure:

  1. Our Corporate Services department will co-ordinate the investigation into your complaint and try to put it right. They will write to you within five working days, telling you who is dealing with it and when to expect a reply. In most cases, you should get a full reply within 10 working days. If it is going to take longer, we will let you know.
  2. If you still feel dissatisfied after receiving a reply you can ask for your complaint to be reviewed by the Chief Executive, who will write to you within a week to acknowledge your request for a review. We aim to reply to your complaint fully within two weeks. If it is going to take longer, you will be kept informed of the progress.

If you wish to make a complaint about a Parish or District Councillor, visit our Councillors page.

Make a comment, compliment or complaint
If you remain unhappy, you can contact the Local Government and Social Care Ombudsman, an independent arbitrator whose decision is final. You can request a leaflet about the Ombudsman service by emailing customer.services@south-derbys.gov.uk.