Making a complaint - the aims of our procedure

This section describes a number of principles that apply to our complaints procedure.

We aim to:

Make it easy for you to complain
Acknowledge your complaint promptly
Ensure we thoroughly investigate complaints
Keep you informed of the progress and the outcome of your complaint
Refer your complaint to the appropriate partner organisation, if required, and seek to work with them to resolve the complaint
Make a fair decision
Treat you with respect and act honestly
Put things right and make improvements for the future, where we can
Provide an explanation where we feel the complaint is not justified
Centrally monitor complaints across the Council.

We have standards of response times for complaints although we recognise that some complaints may be far more complex than others. If this is the case we shall let you know the anticipated length of time involved to investigate.

If your complaint refers to matters of a personal nature and we need to refer it to a third party, we will seek your consent first before doing so.

There are three steps in the complaints process:

Complaints - Informal stage
Formal complaints - stage 1
Formal complaints - stage 2

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Last updated: 16-12-2004

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Reigate & Banstead Borough Council
Town Hall
Castlefield Road
Reigate
RH2 0SH
01737 276000

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