This includes people acting for someone else, such as parents for their children.
How long will it take? We will normally reply to your complaint within seven working days at
each stage of the procedure. If this is not possible, we will confirm that we have received your complaint
within two working days and tell you when we will be able to send you a full reply. We will keep you
informed if there is any delay. The stages of your complaint We will alway stry to deal with your complaint immediately but you can
take your complaint through the different stages which follow:-
Write, phone, or call in to the department responsible for the
service concerned. If you don't know which department you need, please contact Customer
Services, telephone them on 01784 451499 or ask at our reception desk.
If the person who receives your complaint cannot deal with it personally,
he or she will take full details and tell you who it will be passed to and how long it will take to
give you an answer. You will usually get an answer within seven working days.
If you are not satisfied with the answers you receive, you can ask the senior
officer responsible for managing the service concerned to look into your complaint. If you do
not know who this is, contact Customer Services and they will
tell you.
If you are not satisfied with the answers you get from the Head of Service,
you can refer your complaint to, our Monitoring Officer and Head of Corporate Governance, Michael Graham,
who will investigate your complaint personally.
What if you are still not satisfied?
We hope we will be able to sort out any complaints you have, but we
know that sometimes you may still not be satisfied, even when you have been through all stages of our
procedure. In that case, you may wish to refer your complaint to your local councillor
or the Local Government Ombudsman. The Local Government Ombudsman is an independent person who investigates
allegations of maladministration causing injustice to the person who has complained. The Ombudsman investigates
complaints about most council matters including housing, planning, education, social services and council
tax. The address of Ombudsman who deals with this Council is :- 10th Floor Millbank Tower, Millbank, London, SW1P 4QP Telephone:
020 7217 4620 Email: enquiries.london@lgo.org.uk Fax:
020 7217 4621The Local Government Ombudsman has a leaflet called “Complaint about
the Council? How to complain to the Local Government Ombudsman”. You can get a copy by telephoning or
writing to the address above, or you can download it from the Ombudsman's website at www.lgo.org.ukIf you have an enquiry about the Local Government Ombudsman's service
you can telephone their Advice line on 0845 602 1983.If you want to contact your councillor, contact details can be found
by clicking here or telephone Customer Services on 01784 451499 for details. How, When and Where to make a complaint
or suggestion. You can contact us:-
By telephone;
In writing;
In person;
By email;
or through any of our staff who are not based at the Council Offices, e.g.
at Day Centres.
Our address is Spelthorne Borough Council Council Offices Knowle
Green Staines TW18 1XBIf when you telephone you are put through to an answerphone, please
leave a message explaining your suggestion or complaint and we will get back to you the same day or
the next working day. If you wish you can use theSuggestions and Complaints
FormIf you need further help contactJohn Foggo– (Head of Customer and Office Services
- 01784 446388)Michael Graham – (Monitoring Officer and Head of
Corporate Governance - 01784 446227) Graphical Version l
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