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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 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.
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.
We welcome comments, compliments and complaints - you can use the same form for your feedback by clicking on the link below.
As part of our committment to continually improve the service we provide to our customers we are asking for feedback about the Corporate Complaints Procedure. We will use this feedback to monitor if the procedure is working well for you and if there are any ways we can improve it.
You can let us know by completing our customer feedback survey
How to complain
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.
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