This information is also available in the 'How to Complain' leaflet available to the public from all Council Offices.
Why Complain - will it make a difference?
We are always looking for ways of improving the quality of our services. Your comments help us to do this. We also want to know when something has gone wrong with a service so we can put it right.
What Should I Do If I Have A Complaint?
Get in touch as soon as you can. Speak to the manager and explain what the problem is. If you do not know who the manager is, all employees will do their best to put you in touch with the right person. Managers will do all they can to resolve problems straight away. If this is not possible they will let you know. A full reply should then be sent to you within 10 to 15 working days unless you are otherwise informed.
Do I have To Complain In Writing?
No, you can use a variety of methods. You can call into any Council building such as our information offices, health and leisure centres or visitor information centres where you can either verbally leave your complaint or collect one of the Council's complaints forms. You can find the addresses of all the Council's buildings on the link below. You can call the Complaints office on 023 8028 5560, fax us on 023 8028 5366, use the minicom on 023 8028 5416, or email complaints, or or fill in the Online Complaint Form now !.
You may also ask someone to act on your behalf. This could be a friend or family, an agent, solicitor or even your local Councillor or MP. You may ask a Council employee to help you or, if necessary, someone could visit you at home.
What If I Am Not Satisfied?
Contact the Director of the Service. Your complaint will be thoroughly investigated and the result will be sent to you within 10 to 15 working days.
What if my Complaint is still not resolved?
In most cases your complaint will be resolved to your satisfaction promptly and courteously by the Manager or the Director. If it is not, write to the Complaints Officer, at Appletree Court, Lyndhurst and your complaint will be impartially investigated. The Complaints Officer can also help you with Local Government Ombudsman investigations.
What if I am still not satisfied?
The Local Government Ombudsman investigates complaints of injustice caused by maladministration. Generally, maladministration means that we have done something the wrong way, done something we should not have done, or failed to do something we should have done. You may contact the Ombudsman at any time, but he recommends that you use our complaints procedure first.
