LETTING US KNOW
Please let us know if you think we have:-

• failed to do something;
• done something wrong;
• acted unfairly or discourteously; or that the standard of service has been below the approved standards.

The Service Improvement Procedure is designed to address complaints and comments arising from any of the above circumstances.

MAKING A COMPLAINT

STAGE 1 Speak to the officer in the Board who is dealing with your enquiry or problem by telephoning or by making a personal visit. If you wish to visit, we advise you to make an appointment with the officer involved. You may also put your complaint in writing using the Complaints Form which is available from Board Offices, public libraries, youth clubs and schools or if it is more convenient you may write a letter.

STAGE 2 If you are unhappy about the response, you may write to the Chief Executive at the address below. You will receive:- an acknowledgement within 5 working days of receipt; where possible a full reply within 28 working days of receipt. If your complaint raises complex issues which cannot be answered within the 28 days the Chief Executive will write to you then to let you know the progress made.