Complaints
If things go wrong we need you to let us know so that we can take action to put things right.
The Council's corporate complaints procedure has three stages :
Stage 1 - is where you discuss your complaint informally with the staff who provide the service. Most complaints are successfully concluded at this stage. However, if you are not satisfied with the response you receive then you can ask the director of the that department to undertake a formal investigation.
Stage 2 – is the formal investigation. The director will appoint someone to investigate and get back to you, normally within 15 working days of you making the formal complaint. If you are still not satisfied then you can request the Chief Executive to review your complaint.
Stage 3 – the Chief Executive will review the complaint and write to you with her conclusions. This third stage brings to an end the Council’s procedure.
You also have the right to complain to the Local Government Ombudsman who is independent of the Council. The Ombudsman will not normally investigate your complaint until the Council has had a reasonable opportunity to do so and there are some complaints that the Ombudsman cannot investigate.
There is a leaflet available from the Ombudsman explaining the services that they provide – this is available from the website of the Ombudsman.
Local Government Ombudsman Website
The form linked to below can be downloaded and sent to us by freepost. Alternatively if you would like to talk to someone, you can call us.
Post : FREEPOST DARLINGTON BOROUGH COUNCIL FEEDBACK
Telephone : (01325) 380651
E-mail : enquiries@darlington.gov.uk
Corporate Feedback Form - pdf document
Adult Social Care, Children and Schools, and Cultural Services.
Please note that some complaints are not dealt with through this system and details of these are on the feedback form.
There are also similar related forms for feedback to:
More information on Anti-Fraud and Corruption
Comments
Regular consultation with residents and users of council services is an effective way for the Council to develop its services with the help of the people it serves. A range of consultation methods is used including an annual community survey, citizens’ panels - held several times each year - and service specific surveys including focus groups.
There are also other ways to contact the Council including the feedback form above.
Let us know what you like about the Council and our services or if you have a suggestion of how we can serve you better.