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We actively encourage all customer feedback about our services. Please let us know if you are not satisfied with us for any reason, or have a suggestion about how we could do things differently.
We are committed to:
- dealing with comliments, complaints and comments quickly and effectively; and
- using complaints, comments and compliments to review and improve our services
We need to know when we have done well or if you want to make a comment/suggestion about our services.
How to make a compliment or comment/suggestion
If you think someone is doing a good job or if you have a good idea about how we could do things better, we want to hear from you. Fill in the online form, telephone us, write to the address at the bottom of this page or ask a member of staff or to give you one of the compliments, comments and complaints leaflets.
How to make a complaint
If you feel that we have got it wrong or have given you a poor service tell the member of staff or their supervisor as this can often be the quickest way of sorting things out. They will not treat your comments as a formal complaint (unless you ask them to) but they will use your comments and take appropriate action, or give you information.
If you do not want to do this or are unhappy with the response you get, you can make a complaint by clicking this link
What happens when I make a complaint?
Stage 1
You can make a complaint either in person, by phone 01782 234234, in writing to Customer Feedback Team, PO Box 634,
Civic Centre, Stoke-on-Trent ST4 1HH, or by email to customer.feedback@stoke.gov.uk.
Or, you can fill in our
online form. Your complaint will be acknowledged in writing within two working days and you will be given
information about who is dealing with your complaint. We aim to respond to you within 10 working days. If the complaint
is more complicated we may take longer to sort it out but we will keep you informed.
Stage 2
If you are still not happy, you can ask to have the matter investigated by an independent investigator within the
council. This review will be conducted by a Complaint Investigation Officer together with a senior manager not involved in
the original complaint. We will acknowledge your complaint within two working days and reach a decision within 20 working
days. To request a Stage 2, please outline by letter or email the reasons why you are still dissatisfied and the
outcome you require. This should be sent to the Customer Feedback Team, PO Box 634, Civic Centre, Stoke-on-Trent ST4
1HH or please email customer.feedback@stoke.gov.uk.
What happens if I am stil not happy with the outcome of my complaint?
If you have been through stages 1 and 2 and are still not satisfied, you can contact the Local Government Ombudsman and their contact details are:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Email: advice@lgo.org.uk
Text: 0762 480 4323
You can get more information on the Local Government Ombudsman by calling their advice line on 0300 061 0614 or visiting their website at www.lgo.org.uk
Please click here to check the status of a complaint you have already made