c ustomer
Nottingham City Council
complaints
Tell us when we don’t get it right
If you require this information in an alternative language, large font,
Braille, audio tape or text only version, please call Nottingham City
Council Customer Relations on 0115 915 4950
The information you have supplied will only be used to help us handle your
feedback more effectively and to improve the service to our customers. It will not
be shared outside the Council without your consent. The information which you
have supplied for monitoring purposes will not be used in any way from which you
can be identified. This data will only be kept for a period of 5 years.
FOR OFFICE USE ONLY
Reception Area Code:
customer care and complaints
RE-1098-01-08
Step-by-step guide to our official complaints procedure
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If you wish to make an official complaint you can
fill out the form
We want to give you the best possible
contained within this leaflet, or alternatively you can email us at
[email address] quoting ‘official complaint’,
service but we know that we don’t get
call us on
0115 915 4950 or complete the form online at
it right all the time. This leaflet tells you
www.nottinghamcity.gov.uk/complaints
about our complaints procedure which
you can follow if things go wrong.
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We will acknowledge your complaint and tell you who will investigate it.
We will investigate your complaint and send a written response
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within 14 calendar days. However, if your complaint is complicated,
we will send you a letter informing you of a date by which we will be
able to respond.
Have your say
Is our customer feedback scheme which you can use to:
•
Compliment us – when you are happy with a service
If you are still not satisfied with our response then you can
appeal. We will
•
Comment – when you have a suggestion about how we can
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include a leaflet with our response which explains the appeals process.
make our services better for you
•
Complain – when we don’t get it right.
You can have your say by:
•
Calling us on
0115 915 4950 (8.30am – 4.50pm Mon-Fri)
When we have investigated your complaint and appeal, if you are still
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or
0115 915 4848 (24hr answerphone)
not happy you can contact the
Local Government Ombudsman.
•
Emailing us at
[email address]
See overleaf for contact details.
quoting ‘have your say’
•
Completing a form online at
www.nottinghamcity.gov.uk/haveyoursay
•
Speaking to a member of staff
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Before completing the form please see overleaf for
exceptions.
•
Picking up a form at any reception point.
If you need more help or you are not sure about what to do please contact us
on
0115 915 4950. A minicom facility is available on the same phone number.
Alternatively email us at:
[email address]
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Exceptions
Official complaint form
If your complaint is about any of the following, please contact the relevant
FOR OFFICE USE ONLY
service area on the number provided:
Customer’s Complaint Reference
•
Social Care Services
0115 915 0310
Complaint Category
•
Children’s Services
0115 915 0901
Customer’s document(s) to be returned? YES NO
Ward
AC
•
Anti-Social Behaviour
0115 915 2020
•
Recruitment and Selection
0115 915 4624
In order to help us process your official complaint quickly, the following form will
•
Parking - Penalty Charge Notices
0115 915 6655
help us gain as much information as possible about your complaint.
•
Nottingham City Homes - contact Nottingham City
If you are unable to provide some of the information, then please feel free to
Homes Customer Relations
0115 915 7400
leave that part of the form blank.
Please fill in your personal details in BLOCK CAPITALS below
Local Government Ombudsman
Your details
If you wish to contact the Local Government Ombudsman and ask them to
look at your complaint, you can write to them at:
Title Mr
Mrs
Miss
Ms
Local Government Ombudsman
Other (please give us details)
PO Box 4771
First name
Coventry
CV4 0EH
Surname
Telephone:
Local Government Ombudsman Advice Team 0845 602 1983
Your address
Mon-Fri 8.30am to 5pm
Email:
[email address]
Postcode
Text:
07624 804 323
Email address
Visit:
www.lgo.org.uk
Contact phone number
Is there anything we can do to make it easier for you to use our service?
For example, if English is not your first language or you have a disability,
please tell us how we can help you.
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Ê
FOR OFFICE USE ONLY
Section:
Your complaint
Dept:
Ward:
What service(s) would you like to complain about?
Equal Opportunities
(Optional) Complaints
We want to provide services which meet your needs. You can help us to do this by
providing the following information. Please tick the appropriate answer.
Please give details of your complaint here and let us know what we can do to put
things right. If you need more space, feel free to attach another sheet of paper.
Are you male or female?
Male
Female
How old are you?
Under 18
18-24
25-44
45-59
60-64
65-74
75 or over
Do you consider yourself to be a disabled person?
Yes
No
Do you have any long term illness, health problems, or disability that, with or without the
use of aids or medication, limits your daily activities?
Yes
No
Which would you say best describes your ethnic origin?
White
British
Irish
Other White background (Please give us details)
Mixed
White & Black Caribbean
White & Black African
White & Asian
Other mixed background (Please give us details)
Asian or Asian British
Indian
Pakistani
Bangladeshi
Other Asian background (Please give us details)
Have you already contacted anyone at the Council about your complaint?
Black or Black British
YES
Date
Who
Black Caribbean
Black African
Other Black background (Please give us details)
NO
Chinese or other ethnic group
If you have enclosed any letters or documents about your complaint, would you
Chinese
Gypsy / Roma
Traveller of Irish Heritage
like them returning to you?
Other ethnic group (Please give us details)
YES
NO
What religion are you?
Signed Date
Buddhist
Christian
Hindu
Jewish
Muslim
Sikh
None
Other (Please give us details)
Please send this form back to us at the
freepost address below. Thank you.
What is your sexual orientation?
Nottingham City Council, Customer Relations,
FREEPOST NG6181, The Guildhall, Nottingham NG1 4AU
Heterosexual / Straight
Gay Man
Lesbian / Gay Woman
Bisexual
Other
Prefer not to say
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