Details of how to complain to the council.
We have around 27,000 staff working for you from over 700
buildings across Suffolk, including schools, libraries and homes
for older people. Each day, we make thousands of decisions and try
hard to give the best possible service. Your comments – good or bad
– help us plan for the future. If you are unhappy about the
standard of service you receive, our actions or lack of action,
please tell us.
Our promise to you
- When we receive your complaint, we will let you know (either
when you contact us, or within five working days) who is dealing
with it.
- In most cases, we’ll give you a full and clear response to your
complaint within 20 working days. If this is not possible, we will
let you know when you will get an answer.
- We will look into your complaint thoroughly and fairly.
- We will be honest and polite, and keep information you give us
confidential.
- We will apologise if we have made a mistake.
- We will tell you what we are doing to put things
right.
First stage
You can contact us by phone, in person, in writing, by email, or
by letter.
Some complaints, such as those about education
and social care, are covered by special
procedures:
Councillors have a Code of Conduct that covers
their behaviour:
Second stage
We hope we can sort out your complaint. If you are not happy
with our response, you can ask for a Director of the service you
are complaining about to investigate the matter. You will get a
written response from them.
Third stage
If you are still not happy, contact either the Chief Executive,
Andrea Hill, or the Monitoring Officer, Eric Whitfield,
by writing to them at
our
headquarters in Ipswich.
You can also ask your local county councillor to take up your
complaint on your behalf:
Fourth stage
If you are not happy after we have looked into your complaint,
you can contact the Local Government Ombudsman:
Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Telephone: 0845 602 1983 or 024 7682 1960
Email:
advice@lgo.org.uk
Text: 0762 480 4323
Web site:
http://www.lgo.org.uk/complain.htm
Further information