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
  • Online

We will require the following information:

  • Name
  • 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


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