Feedback

Complaint Evaluation

 

Even if the overall outcome was not what you hoped for, your views on the way in which your complaint was handled would be very much appreciated.  Please answer the questions below to help us ascertain the effectiveness of our complaints procedure

 

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Your Name (Optional):
Which service area did your complaint relate to?		Please Select Children & Young People Corporate Housing Operational Services Planning & Public Protection Regeneration Resources Social Care
At what stage was your complaint dealt with?		Please Select Stage 1 (Departmental) Stage 2 (Corporate) Stage 3 (Chief Executive) Ombudsman

        

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Acknowledgement

 

Did you receive an acknowledgement?		Please Select Yes No
If yes, did you receive it within the specified time limit of five days?		Please Select Yes No

 

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Response

 

Did you receive a full response/explanation within the specified time limit (10 or 28 days)?		Please Select Yes No
If not, were you advised of the delay?		Please Select Yes No

 

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Staff

 

Did you speak to any member of staff within this service area regarding your complaint?		Please Select Yes No
If so, how would you rate their helpfulness/friendliness?		Please Select Very Helpful Helpful Not very Helpful
Did you know who was dealing with your complaint?		Please Select Yes No
Did you feel that the investigation of your complaint was an independent one?		Please Select Yes No

  

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General

 

Do you think that the Council has a clear procedure for dealing with complaints?		Please Select Yes No
Were you kept informed throughout the whole process?		Please Select Yes No
Were you treated fairly/objectively?		Please Select Yes No
Did our response provide enough explanation and did it include an apology if a mistake was made?		Please Select Yes No
Do you feel that something has been done as a result of your complaint?		Please Select Yes No

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Can you suggest any improvements to the complaints process or have you any additional comments to make generally?