CHASS331/03/09
Complaints
Have your say!
Your guide to Enfield Council’s Comments, Compliments and Complaints Scheme
Enfield Council is pleased to hear from customers
Have we got it right?
We would be pleased to hear from you with your suggestion, comment or compliment on any of our services. You can use the form at the centre of this leaflet, phone us on 020 8379 1000, fax us on 020 8379 4453, visit our website www.enfield.gov.uk to use our online form or e-mail us at complaints@enfield.gov.uk.
Some types of complaint will be dealt with differently, for example where there is an appeals procedure, for example, school admission appeals, housing benefit claim appeals, planning appeals and parking tickets. If your complaint is about a school please contact the school directly. We will tell you if the complaints procedure is not the best way to deal with your problem. Complaints about social care services are considered under a separate procedure. You can get information about it by contacting our Customer Service Centre on 020 8379 1000 or visit our website: www.enfield.gov.uk.
How Do I Complain?
First stage complaints
To make a complaint you can: • hone, e-mail or write to the section of the Council you want to p complain about; • fill in the form at the centre of this leaflet; • phone the Council’s Customer Service Centre on 020 8379 1000; • fill in the complaint form on our website at www.enfield.gov.uk; • visit any Council reception desk; • email us at complaints@enfield.gov.uk. We will aim to send you an acknowledgement within 5 working days and a full response within 10 working days* of receiving your complaint. Your complaint will be dealt with by a senior officer working in the service you are complaining about. *(or up to 20 working days if we agree to a longer period with you).
Have we got it wrong?
We want to know... If you have a complaint about any service we provide, please tell us. We will do our best to put it right, and to make sure we improve things in the future by learning from our mistakes.
Our complaints scheme is designed to make sure:
• • • • it is easy for you to make your complaint complaints get to the right person complaints are dealt with promptly if something is wrong, it is put right
What do we mean by a complaint?
You may wish to complain if you think: • • • • we we we we have have have have not treated you fairly or politely not done something we should have done done something badly not followed the correct policy or procedure
Final stage complaints
If you are unhappy with this response you can ask for your complaint to be investigated again. This request should be made within 1 month of you receiving the response to your original complaint. The Chief Executive will arrange for your complaint to be independently investigated by a senior officer in the Council who does not work in the service your complaint is about. The Chief Executive will write to you with a decision within 30 working days of receiving your complaint. If we need more time to respond to you at any stage, we will let you know.
We do not mean:
An initial request for a service such as reporting a faulty street light or requesting a repair to a Council property. In this case please telephone our customer services centre on 020 8379 1000. Before complaining please speak to the person or team dealing with your case and give us the chance to provide the service or put things right.
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What can I do if I am still not satisfied?
We hope our complaints procedure will help us to sort out, with you, any problems you may have with the way our services are provided, but if you are still not satisfied you can ask the Local Government Ombudsman to consider your complaint.
The Ombudsman’s address is:
10th Floor, Millbank Tower, Millbank, London SW1P 4QP Phone: 020 7217 4620 Website: www.lgo.org.uk
Need any help?
If you want assistance in making your suggestion, compliment or complaint, please let us know and we will try to help you. For example if English is not your first language, or if you have a disability, or you need help understanding what to do.
Can anyone else help?
You may feel that you want help from other people to make a complaint. If so, you can contact: • Your local Councillor or Member of Parliament. If you would like more information about who they are and how to contact them you can contact us on 020 8379 1000. • The Citizen’s Advice Bureau or another voluntary organisation that may be able to advise you or take up the complaint on your behalf. Contact us on 020 8379 1000 for useful addresses and phone numbers. • A relative or friend. They can complain for you, or come with you when you make a complaint. • A professional person such as a lawyer. Please be aware that you may have to pay for this. If you want someone else to deal with the complaint for you, you will need to give us your written permission to discuss your case with them.
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