Page last updated at 15:38 GMT, Wednesday, September 3 2014
Compliments, Complaints & Comments
The Council is always
keen to receive feedback from customers, and views this as a key
way of helping to improve its services. If you have thoughts about
the service you receive from the Council, compliments as well as
ways you think we could improve services, we would be glad to hear
Do you have a compliment you would like to
We welcome your thoughts and views on the service you have received
from us, so we can continue to build on the service we provide.
Please use the link below to log your compliment.
Let us know if you would like a
response, or you can remain anonymous if you prefer.
Do you have a complaint?
We are committed
to dealing with all complaints fairly and impartially.
We welcome complaints as an opportunity to learn and to improve
What is a complaint?
A complaint is an
expression of dissatisfaction about an action or lack of action, or
about the standard of service. It is not a request for
initial action or, for example, to report a missed bin.
Our complaints procedure is
designed to be as comprehensive as possible, but it is recognised
that certain types of complaint are not intended to be dealt with
by this method and are more appropriately dealt with through other
Our complaints procedure is not an appropriate
means of pursuing –
• dissatisfaction with politically-determined policy
• the conduct of Borough, Parish, or Town Councillors (which
is a matter for the Standards Committee)
• matters which are subject to litigation and/or have already
been before a court/tribunal
• matters for which statutory appeal bodies or tribunals have
• matters where the customer is making a claim against, or
seeking compensation from, the Council.
Our complaints procedure
operates a 3-level procedure to make it easier for you to let us
know your concerns and to ensure that your complaint is fully
investigated and dealt with as fairly and as quickly as
Where the Council has a specific review process – for example,
with housing applications and benefit claims – the complaints
procedure will not normally apply until after the review process
has been completed.
To begin with, please contact the
Customer Service Team – by letter, e-mail, via the website, by
phone or by personal visit. They will liaise with the
relevant unit(s) and provide you with a full written response.
If you are not happy with the
outcome at level 1, you may take your complaint to the next
Please put your complaint in writing (by letter, by e-mail or
via our website), giving as much information as possible. The
Customer Service Team will ensure that a senior manager reviews
The majority of complaints will be
resolved at level 1 or level 2, but if you are still not happy with
the response(s) you have received, you may progress your complaint
to level 3.
Please write to the Customer Service Team – electronically if
you prefer firstname.lastname@example.org –
to request that your concerns be investigated by a member of
Eastleigh Borough Council, Eastleigh House, Upper Market Street,
Eastleigh Hampshire SOSO 9YN
Tel: 023 8068 8074
Fax: 023 8062 9288
We will acknowledge receipt
of your complaint within 3 working days and will aim to give a full
response within 15 working days – but if the matter is likely to
take longer to investigate, we will keep you informed.
View our complaints
procedure and related policy regarding unreasonably persistent
complainants and/or unreasonable complaints..
The Local Government Ombudsman
Government Ombudsman (LGO) is appointed to investigate complaints
against local authorities and is independent of all government
departments, councils and politicians.
If you are not satisfied with the Council’s response to your
complaint, or if we have not dealt with it in a timely manner, you
may refer your complaint to the LGO.
The LGO will not investigate your complaint unless the Council
has already had a reasonable opportunity to look into it, so you
must follow all the steps outlined in this guide (or, in
exceptional circumstances, to at least level 2) before taking your
complaint to the LGO.
The LGO has produced a booklet giving further guidance:
‘Complained to the council? Still not satisfied?’ which is
available from the Council, libraries, Citizens’ Advice Bureaux, or
from the LGO’s office
LGO Contact details
LGO Advice Team PO Box 4771 Coventry CV4 0EH
Tel: 0300 061 0614
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Fax: 024 7682 0001
Text: ‘call back’ to 0762 480 4299