CHASS331/03/09
Complaints
Have your say!
Your guide to Enfield Council’s
Comments, Compliments
and Complaints Scheme
Some types of complaint will be dealt with differently, for example where
Enfield Council is pleased to hear from customers there is an appeals procedure, for example, school admission appeals,
housing benefit claim appeals, planning appeals and parking tickets. If
Have we got it right? your complaint is about a school please contact the school directly. We
We would be pleased to hear from you with your suggestion, comment or will tell you if the complaints procedure is not the best way to deal with
compliment on any of our services. your problem. Complaints about social care services are considered under
a separate procedure. You can get information about it by contacting
You can use the form at the centre of this leaflet, phone us on 020 8379 1000, our Customer Service Centre on 020 8379 1000 or visit our website:
fax us on 020 8379 4453, visit our website www.enfield.gov.uk to use our www.enfield.gov.uk.
online form or e-mail us at complaints@enfield.gov.uk.
How Do I Complain?
First stage complaints
Have we got it wrong?
To make a complaint you can:
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 • hone, e-mail or write to the section of the Council you want to
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improve things in the future by learning from our mistakes. complain about;
• fill in the form at the centre of this leaflet;
Our complaints scheme is designed to make sure: • phone the Council’s Customer Service Centre on 020 8379 1000;
• fill in the complaint form on our website at www.enfield.gov.uk;
• it is easy for you to make your complaint • visit any Council reception desk;
• complaints get to the right person • email us at complaints@enfield.gov.uk.
• complaints are dealt with promptly
• if something is wrong, it is put right 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
What do we mean by a complaint? complaint will be dealt with by a senior officer working in the service you
are complaining about.
You may wish to complain if you think:
*(or up to 20 working days if we agree to a longer period with you).
• we have not treated you fairly or politely
• we have not done something we should have done Final stage complaints
• we have done something badly
• we have not followed the correct policy or procedure 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
We do not mean: receiving the response to your original complaint. The Chief Executive will
arrange for your complaint to be independently investigated by a senior
An initial request for a service such as reporting a faulty street light or officer in the Council who does not work in the service your complaint
requesting a repair to a Council property. In this case please telephone is about. The Chief Executive will write to you with a decision within 30
our customer services centre on 020 8379 1000. working days of receiving your complaint.
Before complaining please speak to the person or team dealing with your If we need more time to respond to you at any stage, we will let you
case and give us the chance to provide the service or put things right. know.
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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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