We aim to provide all our customers with a good, prompt and courteous service. However there may be times when things go wrong and you do not feel that you receive the service you expected or required. We want to know when this happens so that we can do our best to put things right. In order to do this we have a standard complaints procedure. Our complaints procedure is designed to make sure:
- It is easy for you to make your complaint
- It gets to the right person
- It is dealt with promptly
- If something is wrong, it gets put right
Stage 1
You can complain in a number of different ways:
By personal visit; e-mail or by writing a letter to the Service responsible. Reception staff will be able to tell you who you need to contact.
South Hams District Council
Follaton House
Plymouth Road
TOTNES
TQ9 5NE
Contact Number: 01803 861234
Fax: 01803 866151
Email: customer.services@southhams.gov.uk
We will send a letter within 3 working days to let you know we have received your complaint and are dealing with it. We aim to reply in full within ten working days. If your complaint is more complicated, however, we will let you know when to expect a reply.
Stage 2
If you are not happy with our reply, then your next step is to contact the Head of Service. Their contact details will be on the letter you receive. Again, the Head of Service will let you know that your complaint has been received, and you will get a full reply within ten days.
Stage 3
If you are still unhappy then you can contact one of our Strategic Management Team. Details will have been given to you in our last letter. Hopefully by this stage things will have been put right, or explained to you.
But if you still feel unhappy you can contact the Local Government Ombudsman and put your case to him. The Ombudsman will usually expect the Council to have looked into the matter before they get involved
Local Government Ombudsman
The Oaks
No. 2
Westwood Way
Westwood Business park
Coventry CV4 8JB
Contact Number: 0247 682 0000
Advice Line: 0845 0788181
www.lgo.org.uk
