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Ubiqus Reporting
Ubiqus Reporting
Aylesbury Vale District Council (89563)

Aylesbury Vale District Council (89563)
oA p‚iÛ‚èkA w‚m‚e kAzins‚èl‚n‚e p›X‚&s‚A, oiB‚èp›Ay‚
ke Pirèy‚Af X‚I rIw‚e m‚Aekl‚I X‚kAe w‚e s‚m‚Âv‚e
Ce. m‚Pw‚ B‚AS‚A&w‚r m‚Ate k©p‚y‚A 01296
425334 p‚r PAen‚ krAe.
01296 425334
This leaflet explains how you
can make a compliment,
comment or complaint to the
council. For a free translation
please call 01296 425334.
This leaflet explains how you can make a compliment,
comment or complaint to the council. For a free
translation please cal 01296 425334.
Gujarati

Aylesbury Vale (89563)
Aylesbury Vale (89563)
Urdu

If we’ve got it
right or wrong...
How to make a comment, compliment or
complaint to Aylesbury Vale District Council
November 2007

We provide a wide range of services to residents and businesses and we
deal with hundreds of enquiries every week.
We aim to give the best possible service to everyone. However, there
are times when we do not get it right and you may want to comment,
complain or suggest ways we can improve our service.
Getting in touch
If you want to comment or complain about our services, you can
do so in a number of ways:
  Visit our Customer Service Centre at 66 High Street, Aylesbury
or our area ofﬁ ces in Buckingham or Winslow.
  Telephone – our main number is 01296 585858, or if you use
Minicom, 01296 585055.
  Fill in the forms attached to this booklet – you do not need a
stamp or envelope.
  Fill in the forms on our website – go to www.aylesburyvaledc.gov.uk
then click on You tell us on the home page.
If you are unsure who you need to speak to, please call our main
telephone number 01296 585858, or you can ask any receptionist.
If you prefer, you can talk to your local district councillor. You can
telephone us, or look in the leaﬂ et A-Z of Council Services or look at
the website to ﬁ nd out who they are.
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Tell us when we get things right
We are always looking to improve the quality of services we provide.
So knowing when we get things right is just as important as knowing
when we need to do better.
There may also be times when you want to thank our staff for a job
well done. You can thank our staff personally, or you can pass on your
compliments by writing to us, or you can ﬁ ll in the attached form.
How to make a comment or complaint
We would like to hear from you if you think we have:
  done something wrong or badly;
  not done something we should have;
  treated you unfairly because of your age, disability, ethnic origin,
marital status, race, religion, sex or sexuality;
  not been polite to you; or
  been too slow to act.
If you decide to comment or complain, you will need to do the following:
  Tell us what the problem is.
  Tell us how it came about.
  Say how the problem has affected you.
  Tel  us what you would like us to do to improve things or put things right.
If you need help ﬁ lling in the form, please ask to speak to the Service
Liaison Ofﬁ cer in the appropriate department by telephoning our
switchboard.
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1  Taking up your complaint
We are committed to putting things right.
If you have a complaint, first speak to the officer (or service) involved,
who will try to sort out the problem.
If you are not happy with the way your complaint is handled, speak
to the service liaison officer for the relevant service.  They will do
the following:
  Send you an acknowledgement of your complaint within five working
  days of receiving it.
  Look into your complaint or pass it over to an investigating officer
  to look into. They will let you know the result of their investigation
  within ten more working days. (If the investigation will take longer,
  they will let you know.)
  Say what action we can take to solve the problem.
  Act as your point of contact with us.
2  What to do if you are still not happy
If you are still not happy with the results of our investigation, you can
send your complaint to the director of the department concerned. They
will do the following:
  Send you an acknowledgement within five working days of receiving it.
  Look into your complaint and reply within ten more working days.
  If the directorʼs investigation will take longer, they will explain why.
  Act as your point of contact with us.
  Tell you your rights if you are still not happy.
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3  What to do next
If you think we have not dealt with you complaint fairly at any of the
stages described in this leaflet, please write to:
  Andrew Grant, Chief Executive
  Aylesbury Vale District Council
  The Gateway, Gatehouse Road
  Aylesbury
  Bucks
  HP19 8FF
4  Not satisﬁ ed?
If you are still not satisfied with our response, you can ask the Local
Government Ombudsman to look into your complaint. The Ombudsman
is an independent person appointed to review the actions of district and
county councils.
Although you can contact the ombudsmanʼs office at any stage, they will
not normally take up your case until you have been through our procedure
(as set out in this booklet) first.
Leaflets about the ombudsman service are available in our offices or you
can contact the ombudsman by writing to:
  The Local Government
  Ombudsman
  Millbank Tower, Millbank
  London  SW1P 4QP
  Telephone: 020 7217 4620
  E-mail: [email address]
  Website: www.lgo.org.uk
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Committed to equality
We are committed to promoting equality and will not place anyone at a
disadvantage because of their age, disability, ethnic origin, marital status,
race, religion, sex or sexuality.
If you use the attached comments, compliments and complaints form,
please also fill in the enclosed equality monitoring form. You do not have
to, but it will help us monitor our performance in making sure we provide
equal access to our services.
The information you provide is confidential and will not be seen by the
department dealing with your comment, compliment or complaint.
We can help
If you need help filling in the attached forms, please speak to the service
liaison officer for the appropriate service. They will be happy to help you.
Our telephone number is 01296 585858.
For Minicom users, telephone 01296 585055.
Please attach any letters or other information that supports your comment,
compliment or complaint.
If you would like this leaflet in large print or on tape,
phone 01296 585010.
Chief Executiveʼs Support Services
AYLESBURY VALE DISTRICT COUNCIL
The Gateway Gatehouse Road Aylesbury Bucks HP19 8FF
Tel: (01296) 585010 Minicom: (01296) 585055 Fax: (01296) 488887
www.aylesburyvaledc.gov.uk
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Comments, compliments
and complaints form
(Please write in capital letters in black pen)
Title (tick box) Mr    Mrs    Miss    Ms    Other
First name(s)
Surname
Address

Postcode
Daytime phone number

Mobile
Email address
Please give your comment, compliment of complaint in the space below:
Please cut off this page and fold it in half, moisten the edges and then seal. No stamp required.

What caused this situation? Please give any background details:
What do you think could be done to improve things or put things right?
Have you contacted us before about this? Yes No
If yes, when? Please write date:
Who did you speak to?
Your signature
Date
Please cut off this page and fold it in half, moisten the edges and then seal. No stamp required.