Click here to complete the Compliments, Comments & Complaints form

We, Staffordshire County Council, are committed to providing the best possible service. Teachers, social workers, engineers, library staff, architects, economists, town planners, school-crossing patrols, scientists, community carers, cleaners and drivers are just some of the members of our team working for you.

We welcome your compliments, complaints and suggestions as part of our commitment to provide a service which meets your needs.

We need to know when we have done things well, when things are not right or when you have a suggestion, so we can continue to improve the services we provide. We will handle all complaints fairly and within agreed timescales. We will also pass on all compliments to relevant staff.

There is a statutory proceedure for handling complaints made by, or on behalf of, people who use Social Care and Health Services and Vulnerable Children's Services within the Children and Lifelong Learning Directorate.  Leaflets are available from the county council's Children and Lifelong Learning Directorate and Social Care and Health Directorate.  They explain how your 'Compliments, Comments and Complaints' will be dealth with under these regulations.

In addition, there is also a statutory process for complaints relating to decisions about the assessment of pupils with special educational needs.  This falls outside the county council's complaints proceedure, but further details can be obtained from the Children and Lifelong Learning Directorate.

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We are determined that everyone should be treated equally.  If you feel that you have been discriminated against please contact the Equality and Diversity Advisor at the following address:

Equality and Diversity Advisor
Chief Executive's Office
c/o Wedgewood Building
Tipping Street
Stafford ST16 2DH

Phone: 01785 276821
E-mail: ccs.equalities@staffordshire.gov.uk

Sometimes, things can go wrong.  We are sorry when this happens.  We want to make sure we investigate every complaint and that we take action to improve our service as a result of your feedback.

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• Try local staff first - the engineer, the architect, the teacher or  the local manager should be able to help.
• Fill in the feedback form online,
or a paper version which are available on most public service desks.
• Write, text, phone, use the minicom, make a comment online, e-mail or visit us in person.
• Your county councillor may also be able to help you.

You can contact all our directorates by writing to or calling:

The Monitoring Officer
Staffordshire County Council
Peel Building
St Chad's Place
Stafford
ST16 2LR

Phone our contact centre on 08456 036 908

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We will thoroughly and fairly investigate all complaints. If we don’t agree with your complaint, we will tell you and explain how you can take the matter further if you are not satisfied with our response.

It would be helpful if you could provide personal details in case there are any points we need to clarify.

There are four separate stages that any complaint may go through. The stages are explained briefly below. If you need more information, you can contact us at the address or phone number given at the bottom of this page.

Stage 1* is when the staff who provided the service being complained about, or their managers, are given the opportunity to sort out any complaints.  You will receive an acknowledgement to say we have received your complaint. You should expect a full response within 15 working days. We aim to sort out most complaints satisfactorily at stage 1.

*An individual Service Manager who is the subject of a complaint will not be directly involved in the investigation.  Any such complaint will be dealth with by an appropriate Senior Manager within the council, similiar to Stage 2 of the complaint procedure but answered within 15 days.

Stage 2 is when someone is not satisfied with the outcome of stage 1. We refer a complaint at stage 2 to the relevant corporate director, who will arrange for the complaint to be reviewed by a senior member of staff. You should expect a response within 20 working days.

Stage 3 is when someone is still not satisfied with the outcome of stage 2. They can ask for the matter to be reviewed by the Monitoring Officer who is our Corporate Complaints Officer.  You should expect a response within 25 working days.

Stage 4 is when someone is still not satisfied after stage 3. They can then refer the complaint to the Local Ombudsman – the independent local government watchdog.

You can write to the Local Government Ombudsman at:

Local Government Ombudsman
The Oaks No 2
Westwood Way
Westwood Business Park
Coventry
CV4 8JB.

Phone: 024 7682 0000

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You can contact all our directorates by writing to or calling:

The Monitoring Officer
Staffordshire County Council
Peel Building
St Chad’s Place
Stafford
ST16 2LR.

Phone our Contact Centre on 08456 036 908.
E-mail: customer.feedback@staffordshire.gov.uk
Text:   STAFFS CORP  followed by your message to 60003 (standard network charges   apply)

Last Modified: 27/04/2009 14:37:03
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