Complaints procedure

How Daventry District Council’s complaints procedure works

 

This complaints procedure applies to complaints about Daventry District Council’s service delivery, including complaints about its staff.  

It does not apply to complaints about the conduct of Councillors, for which there is a separate procedure managed by the Monitoring Officer – visit The Code of Conduct complaints process page for more information.


Making your complaint 


This procedure is a staged process, containing an informal procedure and two formal stages.


Informal stage


If you are dissatisfied with one of the Council’s services, you can tell the Council by telephone, in person, by letter, by email, or online. 

We will aim to resolve the complaint straightaway as an informal complaint. If further investigation is needed, the informal complaint will be raised with a team leader/senior officer who will contact you in five working days to seek a mutual resolution. If one cannot be found, the customer will be advised by the team leader/senior officer.

If you are dissatisfied with the resolution from the informal process ,or one could not be found you can ask for your complaint to be escalated to Stage 1 – Formal Complaint.


Stage 1: Formal complaint

This stage applies if you have asked for an informal complaint to be escalated, or if you have informed us that you would like your complaint treated formally from the outset.

An acknowledgement will be sent to you within 5 working days.  You can expect to receive a written response from the service area within 10 working days. If for any reason we are unable to provide a full response within this time, we will tell you why, and when to expect a full response.

If you are dissatisfied with the response received at Stage 1, you can ask for your complaint to be escalated to Stage 2. You must do this within 28 days of the date of receipt of the stage 1 response.

Stage 1 complaints relating to Daventry Norse will be dealt with by Daventry Norse.


Stage 2: Review of complaint

If you are dissatisfied with the response received at Stage 1, you have the right to ask that a Senior Manager reviews the matter.This is Stage 2: review of complaint.

An acknowledgement will be sent to you within 5 working days. You can expect to be provided with the Council’s final response within 20 working days. If for any we are unable to provide a full response within this time, we will tell you  why and when to expect a full response.

Stage 2 complaints relating to Daventry Norse will be dealt with by Daventry District Council.


Remain unhappy?

If you remain dissatisfied after Stages 1 and 2, you have the right to ask the Local Government Ombudsman to investigate the matter. The Ombudsman can investigate complaints about how the Council has done something or failed to do something.  Whilst they do not usually criticise the merits of a decision which has been properly taken simply because someone may disagree with it, they will look at how a decision was made.  The Ombudsman will not usually consider a complaint until the Council has had a chance to resolve the matter through its own procedure. 


Their contact details are:

     

Telephone: 0300 061 0614 

 

 Website:   www.lgo.org.uk/making-a-complaint
 


 Contact us