Policy – purpose and definition
The purpose of this policy is to:
- Clarify how you may make a complaint.
- Highlight any exceptions to the standard complaints procedure.
- Define the standard of service you can expect when you make a complaint.
- Recognise the importance of complaints in providing feedback about Oglethorpe, Sturton & Gillibrand services and performance.
For the purposes of this policy and procedure, a complaint is:
“an expression of dissatisfaction with the standard of service provided by Oglethorpe, Sturton & Gillibrand, or with something a member of its workforce may or may not have done”.
This definition is in line with those of the Local Government Ombudsman and the British Standards Institute.
In simple terms, a complaint may be about lack of response, delays, ongoing service problems and / or the behaviour of Oglethorpe, Sturton & Gillibrand employees.
This includes Oglethorpe, Sturton & Gillibrand:
- Doing something wrong.
- Doing something we should not have done.
- Failing to do something we should have done.
- Behaving unfairly, discourteously or in a discriminatory manner.
- Not carrying out a service to an agreed standard.
- Not responding to a request for a service within its stated timescale.
How to make a complaint or submit feedback
Any member of the public or their representative, businesses, public and voluntary bodies, may make a complaint or submit feedback to us.
You can make a complaint, or submit a comment or compliment:
- In person
- By telephone
- By email
- By letter
We will require the following information:
- Where and how you can be contacted
- The details of your complaint
- What you want Oglethorpe, Sturton & Gillibrand to do about your complaint
You have the right to complain about our service or your bill, and we have 8 weeks within which to resolve a complaint. After which time, you may contact the Legal Ombudsman to raise your complaint with them if you are not satisfied with our response.
View our complaints procedure here