Are we listening to you?

Comment, Complaint or Compliment

We want to know if you’ve got a comment to make whether it’s good or bad, on any of our services. You can also make suggestions about how we can improve our services.

We want you to complain if you feel you’ve been poorly treated by any of the Council services. After all, if you don’t let us know, how can we do better?

We would also like you to tell us when we do something right. If you’re particularly pleased with any of our services then let us know.

We want to hear from you if you’ve got anything to say to or about South Derbyshire District Council.

All comments and compliments will be acknowledged in writing. Complaints will follow the procedure below.

Let us know what you think of us

At South Derbyshire District Council, we try to provide you with efficient and high quality services at all times. We realise that despite our best efforts, things can go wrong and when this happens we need to know.

Minor problems such as a missed refuse collection service, can be quickly remedied when you report it to us and does not require the use of the complaints procedure. However, if we fail to put matters right then the complaints procedure is available to bring this to our attention.

If you complain, this can help us to deal with your problem and try to prevent similar problems arising in the future.

This page tells you how to complain and how we will deal with your complaint. There is also a form provided here (link below) which you can fill in to tell us about your complaint.

When to complain

You may have a complaint if you think we have:

• done something in the wrong way
• done something we should not have done
• or failed to do something we should have done

Examples of this could be us taking far too long to do something, failing to follow the right procedures or not treating you properly.

Before you complain

We hope that before making a complaint, you will give the service concerned a chance to put things right. Often a minor service problem can be dealt with quickly and efficiently by the department concerned.

Your complaint should initially be referred to the service that is the subject of the complaint. It is hoped that the majority of complaints can be resolved at this level, by the service department concerned. However, if you are unhappy with the response and wish to formalise the complaint please complete the enclosed form and return it to the Customer Services Manager at the address below.

The formal complaints procedure is available for you to use if you are not satisfied with the answer or action you receive in response to your request.

How do I make a formal complaint?

You can make your complaint in any of the following ways: 

• by ringing the Customer Services department on (01283) 595784/595847 or calling in to see them to say you wish to make a complaint. 
  
• by filling in the form on this website  
  
• by writing a letter to the Customer Services Manager about your complaint. This should be posted to
  
  Customer Services Manager
  South Derbyshire District Council
  FREEPOST MID21072
  Swadlincote
  DE11 7BR
  
• by sending details of your complaint by E-mail to:
  customer.services@south-derbys.gov.uk

If you find it difficult to write down your complaint, an officer in our Customer Services department will be able to help by filling in the forms for you. Please telephone (01283) 595784/595847 where an officer will be available to assist.

What happens next?

Your complaint will be handled in two stages:

Stage 1

The Customer Services department will co-ordinate the investigation into your complaint and try to put it right. They will write to you within 5 working days, telling you who is dealing with your complaint and when you can expect to receive a reply. In most cases we hope to give you a full reply within ten working days but if it is going to take longer, we will get in touch with you to let you know what is happening.

Stage 2

We hope that most complaints can be dealt with to your satisfaction. If you still feel dissatisfied after receiving a reply you can ask for your complaint to be reviewed by the Chief Executive.

The Customer Services department will then pass the details of your complaint to the Chief Executive, who will write to you within a week to acknowledge your request for a review. We hope to reply to you fully within two weeks but if it is going to take longer, you will then be kept informed of progress until a decision has been made.

What else can you do?

You have the right to ask the Local Government Ombudsman to investigate your complaint if you feel you have been unfairly treated due to maladministration by the Council.

“Maladministration” refers to the way a case has been handled or the Council’s failure to do something, not the actual decision.

The Local Government Ombudsman is an independent arbitrator whose decision is final. You can either complain directly to the Ombudsman or ask your local Councillor to take up the case for you.

Details of your local councillor can be provided by ringing (01283) 221000, by calling in to the main reception desk or by using this website's Find Your Councillor page.

You can get a leaflet on the Ombudsman service from the main reception desk or by contacting :

The Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ

Telephone : 01904 663200
Website: www.lgo.org.uk

Contact Details

South Derbyshire District Council
Customer Services Manager
Civic Offices
Civic Way
Swadlincote
Derbyshire
DE11 0AH

telephone: 01283 595847
fax: 01283 595760
e-mail: customer.services@south-derbys.gov.uk
web: Comment, Compliment or Complaint form

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