Customer Feedback Guidance

Customer Feedback Guidance

We aim to provide good quality services and your comments are important in shaping those services to meet your needs.

We are pleased to get your comments and views, and aim to use what you tell us to make improvements. To help us do this, we have a customer feedback scheme so that you can compliment us, make comments about what we do, raise concerns and make complaints.

Whether we’re good, bad or indifferent we want you to tell us where we are going wrong as well as when we are doing a good job.


When we get a compliment we will tell the people you are pleased with. We will tell you when we do this and show others what you think we do well.


If you raise a concern about why we do things, not what we do, we will treat that as a comment not as a concern. We welcome your suggestions as to how we can improve the services we deliver to you.


You may wish to tell us to look at something to help avoid a problem happening.

When we get a comment or concern, we will -

  • make sure it reaches the right people to look at it
  • tell you when it was sent to them
  • tell you, where possible, what action may be taken as a result once we know what that action is.

We may publish compliments and comments in some of our publicity. We will not publish your details if you ask us not to.



We also welcome petitions, access our petitions scheme for more information.

What happens to my complaint?

Stage 1

We will let you know we have your concern within 3 working days and aim to send a full response within 10 working days. If we need more time, we will write to you saying when we expect we can answer in full.

When you have our full answer, if you are happy your concern is resolved or if we do not hear from you within 28 days, we will close the case.

Stage 2

If you are not happy tell us why. The Company will then make arrangements for your case to be looked at again, using your additional information to help us make a decision. We aim to send a full response within 20 working days.

When you have our full answer from Stage 2, if you are happy your concern is resolved or if we do not hear from you within 28 days, we will close your case.

Please note: If you ask us for a next stage review after your concern was closed (outside the 28 day timescale) please tell us your reasons for the delay.

This ends the Company’s customer feedback process.

Still dissatisfied after the Company’s Feedback Scheme has finished?

For most complaints, you can contact -

The local Government Ombudsman

PO Box 4771



Telephone: 0300 061 0614        

Text ‘callback’ on: 0762 480 3014

Textphone via the Text Relay service (formerly Typetalk)


Please note: The Ombudsman services will not normally consider a complaint which has not completed the Company’s customer feedback procedure.