Customer charter

Your say

We want to make sure the services we provide give you good value for money. We are always interested in your suggestions and comments about what we do and how we do it so please contact us. In addition, when visiting Civic Reception you can use the feedback boards or use the telephone feedback system when speaking to our Contact Centres.

Sometimes things go wrong 

  • If we do not meet our published standards, or if you are not happy with the way we treat you, please let us know
  • Tell us as soon as possible, so we have a chance to put the matter right; 
  • If you want to take it further, the council has a formal complaints procedure and this is set out on our website
  • We will provide a safe and confidential environment; 
  • We will call you in advance if we are unable to keep an appointment
When you write by letter or fax 

  • We will reply to your communication within 7 working days of receiving your letter or fax; 
  • If we cannot answer you fully within 7 working days, we will let you know who is dealing with your query and when you can expect a full reply; 
  • Our response will give the name and telephone extension of the person dealing with your query
  • Where possible, our staff will be out-and-about in our reception area rather than sitting behind a desk, to assist you in resolving your own queries