A Guide to Braintree District Council's Complaints
Procedure
You have a right to expect good quality services from the
Council. However, if something has gone wrong and you are not
satisfied with the service you have received, please let us know.
Our staff will endeavour to resolve your complaint and put things
right wherever possible.
This page explains the 3 stages of the Council's Complaints
Procedure.
STAGE 1 - Who do I complain to?
At this stage each service handles its own
complaints - so you should make your complaint directly to the
relevant service.
You can ask at main reception at Causeway House or at one of our
Area Offices (Witham or Halstead) if you're in doubt as to which
service is responsible, or you can call the helpline on (01376)
552525 Ext.2003. (Please ask for Steven Bore).
Do I have to write in?
It helps to have your complaint in writing if it's a very
serious or complex one. You can complete a complaint form online
(see column on the right - Useful Links -
Complaint Reporting Form). We can also work
with a verbal complaint if the subject matter is
straightforward.
Can I complain through my Councillor?
Yes.
The name(s) and contact details of your
Councillor(s) are available online, from Causeway House, the
Area Offices or via the helpline.
Are there any matters that you can't
investigate?
Yes. Complaints that are more than 12 months old; Matters where
the complainant has a separate right of appeal or review e.g. The
Appeals Service in respect of a housing and/or Council Tax Benefits
decision; The National Parking Adjudication Service in respect of
contested parking tickets; homelessness decisions.
How long before I get a response?
We aim for 7 working days from the time we hear from you or your
Councillor. If your complaint is very serious or complex, the
process may take longer. If that's the case, we'll keep you
informed on progress.
Most complaints are sorted out quickly and amicably at this
stage by the service concerned, but not all. So you can get a
second opinion if you want one.
STAGE 2 - This involves a review of the case by the Chief
Executive.
What will the Chief Executive do?
Examine all the information, and clarify any areas that are
unclear. Look at relevant Council policies and procedures.
How long before I get a response?
As with Stage 1, we aim for 7 working days - we'll keep you
informed if there's any delay.
STAGE 3 - Review by the Chairman and Vice Chairman of the
Council
If you're still unhappy you can present your case either in
person or in writing to the Chair and Vice Chair of the
Council.
What will they do?
Review all the papers, and examine the way in which the
complaint has been handled.
How long before I get a response?
Again, 7 working days - and we'll keep you informed if there's
any delay.
Stage 3 is the final part of our Complaints
Procedure.
If you're still not satisfied you can ask the Local Ombudsman to
investigate your complaint.
The Local Government Ombudsman is an independent person who
investigates allegations of maladministration causing injustice to
the person who has complained. The Ombudsman investigates
complaints about most council matters including housing, planning
and council tax.
The contact details for the Local Government Ombudsman are as
follows:-
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: Mon - Fri 8.30am to 5pm, 0845 602 1983
E-mail: advice@lgo.org.uk
Text: 0762 4804323
The Local Government Ombudsman has a leaflet called Complaint
about the Council? How to complain to the Local Government
Ombudsman. You can get a copy by telephoning or writing to the
address above, or you can download it from the Ombudsman's website.
Copies are also available from main reception at Causeway House, or
the Council's Area Office.
If you have an enquiry about the Local Government Ombudsman's
service you can contact their Advice Team (Mon-Fri 8.30am to 5pm)
on 0845 602 1983
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