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					Let us Know The Council provides over 170 separate services and employs about 1,000 people. Each day we must make hundreds, possibly thousands, of decisions and there are many things for us to keep an eye on and to do.

We try hard to give the best service we can. We believe our customers are at the heart of everything we do and our Customer Service Standards reflect our wish to provide an efficient and courteous service. If you are not happy with the level of service you have received we want you to tell us so that we can, where possible, sort out the problem. Alternatively if you wish to tell us when something is working well we can share this good practice with other services. We take all complaints seriously and will investigate each one and keep you informed of the outcome, although there will be times when we cannot change a decision (for example, for legal reasons).

What is a complaint? A complaint is an expreression of dissatisfaction by one or more members of the public about the Council’s action or lack of action, or about the standard of a service, whether the action was taken or the service provided by the Council itsekf or a person or body acting on behalf of the Council. Reasons could include:
    

We took too long to do our job or provide a service We did not do what we said we would You think we have not followed the correct procedures We gave you the wrong information We treated you unfairly

Compliments and Comments Your views are important to us and we value feedback and suggestions on how we can improve our services. If you are satisfied with a service or with a particular member of staff let us know. We will make sure your compliment is passed on to the right person.

If you have a Complaint Stage One First, please contact the service section concerned. They will either put matters right or explain the Council's position. Stage Two Second, if you have received a response to your complaint from the service section dealing with it and you are still dissatisfied, we will ask either the Principal Service Manager or the Portfolio Manager responsible for the service team (as appropriate) to investigate your complaint. Stage Three If you are still dissatisfied, the appropriate Corporate Director (or, if appropriate, the Chief Executive) will be asked to investigate the matter. We understand that your complaint may make you feel angry with the Council, but please try to be polite and factual when telling us about your complaint.

If you make a Complaint: You will hear from us within five working days saying that we have received your complaint and telling you the name of the person dealing with it. We will also tell you how long we think it will take to give you a full explanation. We aim to sort out all complaints within 20 working days. Sometimes it may take longer, but if this happens we will contact you every 10 days to let you know what is happening. We will look at your complaint thoroughly, fairly, honestly and politely.

We will apologise to you if we consider that we have made a mistake. We will tell what we will do to put right anything that has gone wrong. If, after the second or third stage, you are still unhappy you can take your complaint to the Local Government Ombudsman (contact details below). You must normally take your complaint to the LGO within 12 months of you becoming aware of the problem. Complaints about elected members Complaints about the conduct of Councillors will not be dealt with through this system. Such complaints should be made to the Council’s Monitoring Officer, who will then consider whether it is appropriate to refer the matter to the Council’s Standards Committee or refer it to the Standards Bioard for England.

How to go about it If you want to comment, give us a compliment or complain you can use our online form (opens new window) or telephone giving the information asked for on the form. A written copy of the form is also available. Online Comment, Compliment or Complaint Form (opens new window) COMPLAINTS FREEPHONE NUMBER: 0800 318814

COUNCIL OFFICES Town Hall Complex High Street, Lowestoft, Suffolk NR32 1HS Tel: 01502 562111 Email: info@waveney.gov.uk Chief Executive: Mr. Glen Garrod E-mail: chiefexecutive@waveney.gov.uk 80 Clapham Road South Lowestoft, Suffolk, NR32 1RB

Tel: 01502 562111 Rotterdam Road Depot Lowestoft, Suffolk, NR32 2EX Tel: 01502 562111 Fax: 01502 589327

LOCAL OFFICES Beccles 6 Market Street, Beccles, NR34 9QD Tel: 01502 713113 Bungay Broad Street, Bungay, NR35 1EE Tel: 01986 892176 Halesworth London Road, Halesworth, IP19 8LW Tel: 01986 873162 Southwold Southwold Tourist Information Centre, Southwold, IP18 6DS Tel: 01502 724729 or 722366

Local Government Ombudsman 10th Floor, Millbank Tower, Millbank, London SW1P 4QP Tel: 020 7217 4620 Fax: 020 7217 4621 Email: enquiries.london@lgo.org.uk Website: www.lgo.org.uk


				
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