Customer Feedback

We want to provide you with an excellent service and are committed to improving the service we provide to all of our customers including visitors of North Dorset and businesses in the District. We need your help to do this. If we have done something that has exceeded your expectations or a member of staff had gone the extra mile to assist you please let us know.

It is also important that you are able to tell us when something has gone wrong or you have a suggestion about our services that you would like us to consider.

We value your views

A complaint is defined as any communication received by the Council which expresses dissatisfaction where initial response to the problem was not proven satisfactory. Our complaints procedure does not cover issues such as Council policy; a property taken decision such as a planning application; or personnel issues including appointments or dismissals.

We want to know what you think of the services we provide. Your comments help us ensure that they are of the highest possible quality. We value your comments about the way things are being done or how you would like to see things done and, of course, it is nice to know when we get things right.

What should you do if you want to give us feedback or complain about our services?

Most problems can be settled quickly and simply by talking to the appropriate officer. Should you feel your problem has not been given proper consideration then you may wish to make an official complaint.

Complaints and feedback procedure

The Council aims to provide quality services to all residents of North Dorset. Occasionally things go wrong and when they do, we want to know so that we can put it right as soon as possible. To help us resolve any problems; we have a three stage procedure that ensures all complaints are dealt with fairly and thoroughly.

How to make a complaint or give us feedback on our services

If you wish to make a complaint, please complete the online complaints and feedback form. The relevant department will research the issue as soon as possible. Sometimes it may take longer but we will respond to your feedback within 10 working days of you contacting us.

You can also approach your District Councillor to take up your feedback or complaint.

What if I do not accept the explanations?

If you are unhappy with the response you receive following making a complaint, you should contact the relevant General Manager for the section. They will arrange to investigate your complaint and get back to you within 15 working days. If you are not sure which General Manager to complain to please contact Customer Services and they will be pleased to help you.

What if I am still not satisfied?

If you are unhappy with the response from the General Manager you should write to the Chief Executive and ask them to deal with the matter. The Chief Executive will arrange for an independent review of the case. On being satisfied that a full investigation had been made, the Chief Executive will send you a report of the investigation within 20 working days.

Ultimately you have the right to refer your complaint to the Local Government Ombudsman, who investigates complaints against local authorities. Leaflets offering advice on how to complain to the Ombudsman are available from all Council offices, or you may visit the Ombudsman’s website. We hope that we can deal with your complaint satisfactorily so that this course of action is not necessary.

What to do if you want to complain about the behaviour of a Member

Should you need to complain about the behaviour of a Member, please click on this link for more information about the procedure.

For more information on Complaints contact the Policy Manager (Reputation and Improvement) on (01258) 484018.

Local Government Ombudsman Annual Letter

Local Authority Report for the period ending 31 Mar 2008