We have contacted you because you have recently used the Council's corporate complaints procedure. We would like your views on how we investigated your complaint and how we can make our procedure better.
1. How satisfied were you with the outcome to your complaint?
Very satisfied Satisfied Neither satisfied nor dissatisfied
Dissatisfied Very dissatisfied
Reasons
2. How satisfied were you with the way the Council handled your complaint?
Very satisfied Satisfied Neither satisfied nor dissatisfied
Dissatisfied Very dissatisfied
3. What was the best thing about how the Council handled your complaint?
(please tick as many as apply)
The outcome Quick Reply Accurate reply
An apology Helpful staff Plain English in the reply
Other (please specify)
4. What was the worst thing about how the Council handled your complaint?
(please tick as many as apply)
The outcome Late Reply Inaccurate reply
No apology Unhelpful staff Poor use of language in the reply
Did not keep promises
Other (please specify)
5. What was the final stage that your complaint was dealt with?
Stage 1 Stage 2 Stage 3 Don't know
6. Why did you not pursue your complaint further?
Satisfied with response to complaint
Dissatisfied with response to complaint but …
Did not know how to pursue further
Felt that pursuing complaint would not result in a different outcome/was a waste of time
Other (please explain)
7. Where did you find information about how to make a complaint?
Complaints leaflet Council web page Councillor
Telephone directory Member of staff Council Magazine
Library MP Advice agency
Other (please specify)
8. We are keen to ensure that everyone can access the complaint procedure. Did you use any of the following facilities or would you have used them had they been available? (please tick as many as apply)
Used |
Would use |
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Used |
Would use |
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Help in completing the form?
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Use of large print forms and leaflets? |
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Translation/interpreter?
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Use of a Mincom? |
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Use of an audio cassette?
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Videophone facility for those with impaired hearing? |
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Use of Braille facilities? |
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Do you have any suggestions for improvements to the complaints procedure?
Do you consider that you have been listened to and treated fairly during the complaints process?
Yes
No
We want to find out if we are giving as good a service as we can to all complainants. To help us do this, please could you answer the following questions.
Choose ONE section from A to E, then select the appropriate box to indicate your cultural background.
A White |
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British |
Irish |
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Any other White background, please specify
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B Mixed |
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White and black Caribbean |
White and Black African |
White and Asian |
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Any other Mixed background please specify |
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C Asian or Asian British |
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Indian |
Pakistani |
Bangladeshi |
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Any other Asian background, please specify |
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D Black or Black British |
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Caribbean |
African |
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Any other Black background, please specify |
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E Chinese or other ethnic group |
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Chinese |
Any other, please specify |
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Do you consider that you have a disability?
Yes No
Are you Male Female
Thank you for completing this form. Please return it in the envelope provided to:
Complaints
Oxfordshire County Council
FREEPOST (SCE 7709)
Oxford
OX1 1YA
Page 2 of 4
Complaints Procedure
Customer satisfaction survey |
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