Complaints and Compliments
So that we can deal with your complaint as quickly as possible, you may find it helpful to note the following information before completing the Online complaints form.
We define a complaint as "an expression of dissatisfaction with the Council, its service or its staff".
If you are not entirely satisfied with the service that you have received from us, we want to know about it. We will do our best to provide a prompt response to any complaint and if the complaint is justified, to put the matter right as soon as possible. We encourage suggestions so that we can learn from them and improve our services.
The Council’s Complaints Procedure
Level One Complaint
- 1. If possible, you should take the problem up with the team that provides the service. Please click here for our A - Z of services.
- 2. We would normally expect any problems to be satisfactorily addressed at this level, and where appropriate put right.
- 3. Where the problem cannot be addressed to your satisfaction and you wish to take the matter further, you can then take your complaint to the next level.
Level Two Complaint
- 4. You can either
a)Write to "The Complaints Officer" at Ebley Mill. If you write to us, we will acknowledge receiving your complaint within three working days and unless otherwise agreed we will give a full written response to all complaints within ten working days. However, if we have to take longer we will write and explain why and will inform you when you can expect the full response; OR
b) Fill out our Online complaints form; OR
c) E-Mail to email@example.com; OR
d) Come into Ebley Mill where we can talk to you personally. You may wish to make an appointment to ensure that you can talk to the best person able to assist you, alternatively a member of our Customer Services team will be available for you to speak to, to contact customer services please ring 01453 766321.
- 5. The Complaints Officer will record and monitor the progress of all complaints received at this level, to ensure that responses comply with the timescales.
- 6. Normally a complaint at this level will be passed to the respective senior manager for investigation.
- 7. As part of the written response, the complainant will be automatically informed of their right to take their complaint to a Commissioner for Local Administration (Ombudsman) and of the procedure by which they can do this if they are dissatisfied with the Council's response. Investigation by the Ombudsman is known as Level Three of the Council's Procedure.
- 8. Please go to the Ombudsman's website www.lgo.org.uk where you can get information on how to complain.
- 9. The Local Government Ombudsman's annual report on complaints received against Stroud District Council along with the letter containing the Ombudsman's reflections on these, are available to download: Ombudsman Annual Letter - PDF
Complaints about Individual Councillors
(a) District Councillors
All district councillors are required to comply with the Council’s Code of Member Conduct, a copy which is available on the website at Code of Conduct together with the complaints procedure. Such complaints will be investigated by the Council’s Monitoring Officer (at Stroud District Council, Council Offices, Ebley Mill, Stroud GL5 4UB or email: firstname.lastname@example.org).
(b) Town and Parish Councillors
If you consider that a town or parish councillor may have breached their own council’s code of conduct (which will be available from the relevant council’s website or its clerk), you may refer the matter to the District Council’s Monitoring Officer (contact details above). Any other types of complaint should be referred to the clerk of the town or parish council concerned.
We are always very grateful to know when we have done something right, so please fill in our online compliment form.