Complaints 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.

We value your views

A complaint is defined as any communication received by the Council either in writing or by telephone or in person, which expresses dissatisfaction where initial responses 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 are not happy with one of 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.

How to make a complaint

If you wish to make a complaint, please complete a complaints form and send it to the Research and Performance Policy Manager at: North Dorset District Council, Nordon, Salisbury Road, Blandford Forum, Dorset DT11 7LL.

The relevant department will investigate your complaint to resolve the issue as soon as possible. Sometimes it may take longer but we will respond to your complaint within 10 working days of you contacting us.

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

What if I do not accept the explanations?

If you are unhappy with the response you recieve 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.

For more information on Complaints contact the Policy Manager (Research and Performance) on (01258) 484018.

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

After 8 May 2008 if you want to complain about the conduct of a member of North Dorset District Council or a member of one of our parish or town councils, you must submit your complaint to:

Chairman of the Assessment Sub-Committee
The Standards Committee
North Dorset District Council
Nordon
Salisbury Road
Blandford Forum
Dorset
DT11 7LL

The Assessment Sub-Committee can only deal with complaints about the behaviour of a Member. It will not deal with complaints about things that are not covered by the members’ Code of Conduct. If you make a complaint to the Assessment Sub-Committee it must be about why you think a member has not followed the Code of Conduct.

Until 8 May 2008, the Standards Board for England remains responsible for carrying out this function. Please visit the Standards Board’s website for further information.

Local Government Ombudsman Annual Letter

Local Authority Report for the period ending 31 Mar 2008