Comments, Compliments and Complaints

Warrington Borough Council is committed to providing high standards of service. You can help us to do this by telling us when we do things well or badly and by suggesting ways to improve services"

In providing a wide range of services to you every day the Council’s aim is to deliver them to the best standards. We need you to tell us whether or not we are meeting your expectations and what improvements you would like to see.

This page explains

• how to make comments on services and
• how to complain if things go wrong

Making Comments
Everyone concerned with planning and delivering services would welcome feedback on how well you think we are doing. We want to learn from your experiences of using the services. If you compliment us on doing something well we can ensure the good practice spreads to other services. You may have suggestions on ways we could improve things. You may simply want to make a comment. Why not let us know by writing to the department concerned or by filling in a feedback form at one of the Council’s reception points, the Information centre in Rylands Street or your local library. If you give us your name and address we will send you a reply.

Making a Complaint
Sometimes we may do something you do not like or may be unable to do something you would like us to do. Please tell us if you are not satisfied with the way we have treated you.

Contact the service concerned either in person, by phone or in writing and explain the problem. Where we have let you down we will apologise, explain what went wrong and tell you what action we will take to put things right. Most problems can be sorted out on-the-spot. If you write to us or are not happy with our response to your visit or phone call then your complaint will enter our formal complaints procedure.

Formal Complaints Procedure
For some services there are special complaints and appeals procedures, set up by law. If these apply to your complaint our staff will tell you and give you details of how to take your complaint forward.

Otherwise, the complaint will be dealt with as follows

• Your complaint will be thoroughly investigated by a senior manager in the appropriate department.
• We will send you a letter within 5 working days of receiving your complaint. This letter will either respond in full to your complaint or acknowledge that we have received it.
• The acknowledgement letter will tell you the name and telephone number of the person investigating your complaint.
• In normal circumstances we will deal with your complaint within 10 working days of receipt. Sometimes more complex issues may take longer but we will keep you informed of the progress.

If you are not satisfied the complaint can be referred to a more senior manager in the department. Your local Councillor(s) will be told about the complaint at this point. The same procedures for keeping you informed of progress will apply.

If you are still unhappy with the way we have dealt with your complaint you can contact:-

• the Chief Executive - Diana Terris
• your MP or MEP
• the Local Government Ombudsman

You may, of course, at any time contact your local Councillor for advice or ask them to take up the complaint on your behalf.

Contacts

Director of Community Services -
Helen Sumner

Bewsey Old School, Lockton Lane, Bewsey, Warrington, WA5 0BF.

General Enquiries
01925 444400

Personal callers always welcome