Complaints: procedure
How do I make a complaint?
There are two procedures to use depending on the nature of the
complaint.
1. Complaint against a Councillor in
relation to the Code of Conduct for Members of the Council
If you have a complaint or concern about the conduct of a Member
of the Council in relation to the Code of
Conduct, you can submit a complaint using our complaint form
Complaint Form: Code of Conduct for Members. Before
completing the complaint form you are advised to read the notes
Code of Conduct for Members: Information for Potential
Complainants.
Document Links
Complaint Form: Code of Conduct
for Members (links to Online Forms page)
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
Stage 1: Informal
Complaint
You can make your complaint in the following ways:
- using the online form below
- by telephone
- in person at any of the Council’s offices
- in writing
- by e-mail to complaints@ryedale.gov.uk.
- through your District Councillor
- by requesting or downloading a copy of the Complaints Procedure
Form and completing the form on the back of the leaflet
In the first instance please address the complaint to the
Council’s designated Complaints Officer: Angela Wood, Customer
Services and Benefits Manager. Ryedale District Council addresses,
telephone numbers and directions to the Council's offices are
available on the Contact Us page.
To make sure your complaint is made to the correct service
unit and dealt with promptly, please try to include as many details
as possible including dates, times, the nature of the complaint,
any officers involved and whether you feel the complaint is as a
result of direct discrimination. A friend or relative can act
on your behalf if you wish. When making the complaint, please
ensure you keep details of who you made the complaint to, again
including dates and times if possible.
What do I do if I am not happy with the
outcome of my complaint?
Stage 2: Formal complaint
If you are not happy with the outcome then your next step is a
Formal Complaint. At this stage the complaint needs to be in
writing and it will be passed to a Director. Please include all the
information from your original complaint including any reference
numbers, dates and names. The Director will carry out a
further investigation and will give a written reply within 10
working days or will inform you when and how your complaint will be
dealt with.
Stage 3: Chief Executive of the Council
If you are still unhappy with the outcome, your next step is to
contact the Chief Executive in writing stating the reason why you
are not satisfied. The Chief Executive will either deal with the
complaint personally or pass it to one of the Directors to
deal with on his behalf. You will be advised who the Investigating
Officer is and when the complaint will be dealt with. We will
contact you in writing with the outcome. We will also send you a
leaflet explaining how to complain to the Local Government
Ombudsman in the event that the complaint is still unresolved.
Stage 4: The Local Government Ombudsman
If you are still dissatisfied with the outcome you may contact
the Local Government Ombudsman and ask for an independent
investigation to be carried out. The Ombudsman is not part of the
Council and the service is free of charge. Please bear in mind that
the Ombudsman will normally only consider your case after it has
been through the Council’s own Complaints Procedure. The address
for the Ombudsman is:
Local Government Ombudsman
Beverley House
17 Shipton Road
YORK
YO30 5FZ
Telephone: 01904 380200
Fax: 01904 380269
Copies of the leaflet can be obtained from Ryedale House,
Malton and our Area Offices in Pickering, Helmsley and
Kirkbymoorside.
Alternatively you can access the Ombudsman's
website.
Document links: make a complaint online
(Procedure 2, Stage 1 only)
Corporate Complaint Form.
Complaint Procedure Form. (pdf)
Useful Links
Local Government Ombudsman.
Citizens Advice Bureau.
Consumer Direct.