Comments, Compliments and Complaints
Your views on our services are important and this is why we have
introduced a Comments, Compliments and Complaints scheme. It
makes it easier for you to tell us what you think about our
services.
Ryedale District Council is committed to providing efficient and
effective services to the people of Ryedale. Our aim is to provide
services of high quality on a basis that is fair to all. We
also want to make sure our services meet the needs and wishes of
the people who use or are affected by them.
Comments and Compliments
If you are pleased with a service we provide or the way a member
of staff has dealt with you, we would like to know. If you
have an idea or suggestion that could help us improve our services
let us know. Please follow the Comments, Compliments
and Complaints Procedure.
Complaints
In any organisation things occasionally go wrong.
When this happens we need to know why you are unhappy
with the service you have received in order that we can try to put
things right and ensure that this does not happen again in the
future. We take all complaints seriously and see all complaints as
an opportunity to improve our services.
There are two processes of complaint:
- a complaint against a Member of the Council (a Councillor) in
relation to the Code of Conduct for Councillors; and
- a complaint or an expression of dissatisfaction,
however made, about standards of service, actions, or lack of
action by the Council or its employees.
1. A complaint against a Member of the
Council (a Councillor) in relation to the Code of Conduct for
Councillors
Please follow the Comments, Compliments and
Complaints Procedure if you have a complaint or concern
about the conduct of a Member of the Council in relation to the
Code of
Conduct.
2. A complaint or an expression of
dissatisfaction, however made, about standards of service, actions,
or lack of action by the Council or its employees
What is a complaint?
A complaint is an expression of dissatisfaction, however
made, about standards of service, actions, or lack of action by the
Council or its employees affecting a customer or a group of
customers. Complaints will be dealt with under the Comments, Compliments
and Complaints Procedure when we are notified that
the Council has:
- done something badly or in the wrong way
- done something we should not have done
- failed to do something we should have done
- treated you unfairly or discourteously
- discriminated against you
- acted in a way that is contrary to our policies or
procedures
What is not a complaint?
Most of the contacts we have with you are enquiries or comments
rather than complaints. The Complaints Procedure does
not cover:
- requests for a service
- requests for information
- requests for an explanation of, or an appeal against a decision
made by the Council
- provision of information about an issue or problem
- complaints which need to be referred to the Council’s
insurers
- referrals to or appeals about decisions made by the Council, a
committee, sub committee or an employee where an appeal process is
in replace or a remedy is available by appealing to a committee, a
tribunal, Minister of the Crown or by proceedings in a court of
law
The Council can only investigate complaints about the services
under its direct control. For example, please note that
complaints about health services should be directed to the
NHS, and complaints about schools and colleges and roads
should be directed to North Yorkshire County Council. Please visit
the Local Authorities web page to find
links to other local and regional authorities.
Our promise to you
We are committed to putting you first and providing a quality
customer service. Your complaint will be investigated and dealt
with as quickly as possible; we aim to respond to
all complaints within five working days. The Council reserves
the right to extend the response time-scale when considered
appropriate by the Chief Executive. The Council also retains a
discretion to vary the complaints procedure when considered
appropriate. We will treat all the information you give us in
confidence. and we will keep you informed and do everything we can
to help and explain our decision to you. Your rights to
Council services will not be affected in any way if a complaint is
made.
How do I make a complaint?
Please follow the Comments, Compliments and Complaints
Procedure.
What do I do if I am unhappy with the
Council's response?
Please follow the Comments, Compliments and Complaints
Procedure.