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.
Our complaints procedure is summarised below. Please note that complaints about individual councillors are subject to a separate complaints procedure:
The Council's complaints procedure
Level one complaint
1. If possible, you should take the problem up with the team that provides the service.
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) Email to firstname.lastname@example.org; you will receive an automated acknowledgement almost instantly OR
b) Fill out our online complaints form; you will receive an automated acknowledgement almost instantly OR
c) 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.
d)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
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 The Local Government and Social Care Ombudsman and of the procedure by which they can do this if they are dissatisfied with the Council's response. An investigation by the Ombudsman is known as Level Three of the Council's Procedure.
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 below: