Complaint procedure
How to comment on the Council and its services
We hope you will be satisfied with the services Broxbourne
Borough Council provides. We aim to provide these at a consistently
high quality and strive for continuous improvement. Comments and
compliments are always welcome. Likewise, if you feel the standard
of service you receive is not good enough, please do not hesitate
to let us know about it.
Why have a comments system?
Both Councillors and officers of the Council want to provide
services of first class quality to residents and it is helpful to
know when we succeed. But it's only realistic to accept that,
sometimes, the standard of our service will fall below that which
you expect. Then you have every right to complain. Only in that way
can we learn to improve from our mistakes and correct wrong
decisions.
Who can comment?
Anyone entitled to a service from us can comment. This includes
children and those acting for someone else who can't comment for
themselves. We are committed to a policy of equal opportunities and
will not discriminate against anyone for reasons of age,
disability, ethnic or national origins, race or colour, gender,
religion or sexual orientation.
How do I comment?
You can tell an officer in the department dealing with the
matter you wish to comment about, or staff at the one stop shops.
If you are not sure about who to speak to, ask anyone in the
Council to advise you, or ring/contact the Borough Offices. You may
complain in person, in writing, fax, minicom or e-mail.
What is a complaint?
Whenever you tell us in writing or by word of mouth that you are
not satisfied with our standards of service, what we have done, or
what we have not done, we regard it as a complaint. We shall
respond quickly to being told. Unfortunately, we cannot do anything
about central Government regulations or laws passed in parliament
with which you disagree.
How your complaints are dealt with
- The officer who you contact will attempt to deal with
your complaint immediately.
- If you are still dissatisfied, please make this clear to
the officer dealing with the matter. He or she will record the
details - you may write yourself if you wish - and your complaint
will be referred to a senior officer.
- You will receive a written reply to your complaint within ten
working days. If this is not possible, you will be contacted and
told the reason for the delay. To avoid unnecessary correspondence,
complaints will not be formally acknowledged if they are to be
answered within this time.
- If you want to pursue your complaint further, please make this
clear to the responding officer who will refer the complaint to the
relevant director and the Chief Executive Officer. Again a further
reply or an explanation for the delay will be sent within ten
working days.
- If you want to take your complaint outside the Council,
the Chief Executive Officer will advise you of the alternative
courses of action. This could be to an elected member, the
local Ombudsman, the Member of Parliament, or a tribunal or
court.
Our commitment
Although we cannot undertake to do everything perfectly, we do
promise that, when complaining, you will be treated politely and
seriously at all times. Your identity will not be divulged to
anyone unconnected with the complaint without your prior consent.
Your complaint will be dealt with as speedily as possible.
Comments and compliments
If you don't have any complaints about our services, we are
delighted. But we would still like to hear from you if you have any
comments or compliments at all about what we do.
Consultation
The Council values feed-back from residents and to facilitate
discussion has set up a series of consultation panels.
The procedure
If you have any views or suggestions about the complaints
system, the Chief Executive Officer will be pleased to hear
them.
How to get in touch
One stop shops are provided for the convenience of personal
callers and provide the full range of services. Appointments can be
made for you to see specialist officers.
Opening hours of the One Stop
Shops.
Opening hours of the Borough
Offices.
Alternatively you can e-mail: enquiry@broxbourne.gov.uk.