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Oxford City Council

PO Box 10, Oxford, OX1 1EN
Tel 01865 249811
Web http://www.oxford.gov.uk/

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How to make a comment, compliment or complaint about us

Compliments

As a service provider, Oxford City Council strives to excel in customer satisfaction. We particularly welcome feedback where our staff, services, policies and procedures have exceeded customer expectations.

What do you do with my compliments and will I receive an acknowledgement?

The feedback is used by the service area but also across the Council so that we can and corporately adopt best practice and celebrate an individual employee or departments' success. In most cases, a response to a compliment is not necessary.

Comments

Any comment we receive from our customers is invaluable to us and we encourage customers to make suggestions that will help to shape and improve our services.

What do you do with my comments and will I receive an acknowledgement?

These comments are reviewed regularly and they can be used to improve our services. Usually, a response to a comment will not be necessary.

Complaints

Although Oxford City Council's objective is to build a world class city for everyone and excel in our service provision, we recognise that things sometimes can go wrong. When they do, we want to put them right as soon as possible and learn from what happened to develop and improve services and procedures.

To help us resolve any problems, we have a procedure that ensures all complaints are dealt with fairly and appropriately:

What is a complaint?

A complaint is when you are concerned or dissatisfied with a service we provide or our policies and procedures do not meet your expectations. Examples of this are:

  • When we haven't done something we have agreed to do
  • When we have done something wrong
  • If you think the quality of service provided is poor
  • If you think a procedure or policy is wrong or lacking
  • Where you feel a member of staff has been unhelpful or rude

What is the process and timescales?

Process

If you are dissatisfied with the service we provide, the best way to resolve this is to contact the service area involved and explain your concerns. We will seek to explain and, if required, address any issues.

If you are not satisfied with the outcome of your initial complaint, the Head of Service will investigate and reply to you.

In the unlikely event that you remain dissatisfied with our earlier responses, the Chief Executive will arrange for an investigation to be carried out and an independent view will be taken.

In some instances, depending on the nature of the complaint, we may decide that the initial investigation should be undertaken by the Head of Service or on behalf of the Chief Executive.

Timescales

We aim to acknowledge receipt of your complaint within three working days. Our aim is to provide you with a full response to your query within a further 10 working days. 

If we cannot reply to you within these timescales, we will let you know and give you an alternative timescale. 

Unless you have requested us to respond in a specific manner, our response will be by email, telephone or letter, or in some cases, face-to-face.

How can I let you know about a compliment, comment, or complaint I have?

There are three ways you can contact us:

Local Government Ombudsman

If you have exhausted all the stages of the Council's complaints procedure and you feel that your complaint has not been resolved satisfactorily, you can refer your complaint to the Local Government Ombudsman.

The Local Government Ombudsman will carry out an independent investigation into your complaint.

For more information and contact details visit the Local Government Ombudsman website.

Complaints Against Councillors

Visit our Standards and Conduct Arrangements for Councillors page for information on how to make a complaint if you are unhappy about the way that a Councillor, a member of either Oxford City Council or a Parish Council within the city, has behaved.

Comments, Compliments and Complaints Leaflet

PDF icon Comments, Compliments and Complaints Leaflet (66kB PDF)



Page last updated 5 June 2013


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