Complaints, Comments & Compliments

Introduction

We want to provide you with the best possible service. To do this we would like to know what you think about our services. We welcome your feedback and would appreciate any comments, compliments or complaints you want to make about our service.

Complain About A Member

NB Select this link if you wish to complain that a Member may have breached the Code of Conduct.

Comments and Compliments

There may be times when you wish to make us aware of a problem or something you think we might be able to do better. You can do this in person, by telephone or email to customerservices@ashfield-dc.gov.uk

You will receive an acknowledgement and your comments will be passed on to the appropriate Section Manager for consideration. In some instances you may be contacted for further information.

We'd also like to know when we've done something well and you can contact us in the same way as above.

Complaints

Making a Formal Complaint

Stage 1

There may be times when you want to make a more formal complaint. You can do this in the following ways.

Fill a complaints form (one is included with this information) and send back to us at:

Customer Services Manager
Ashfield District Council
Council Offices
Urban Road
Kirkby-in-Ashfield
Nottingham
East Midlands
NG17 8DA

Download the Customer Complaints Form Stage One (pdf)

Send us an e-mail at customerservices@ashfield-dc.gov.uk

Telephone Customer Services on 01623 457284

An acknowledgement letter will be sent to you within five working days and we will send you a full written response within fifteen working days.

If your complaint is going to take longer than fifteen working days to sort out, we will send you a letter telling you this and when you can expect to receive a full reply.

What to do if you are not happy with our response to Stage 1

Stage 2

The response to your complaint will give details of who to contact if you remain unhappy. This will usually be the appropriate Head of Service.

They will investigate your complaint and write to you within fifteen working days. However, if your complaint is complicated, they will write to you and let you know when you will be given a full response.

What to do if you are not happy with our response to Stage 2

Stage 3

If you think you have been unfairly treated by the Council, and are not completely satisfied after complaining, you can ask the Local Government Ombudsman to investigate. You can contact them at:

Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ

Phone 01904 380200

Fax 01904 380269

However the Local Government Ombudsman will only investigate the issues after it is satisfied that the Council has had the opportunity to deal with the matter first.