We’re listening
Step 2
To help you identify the right service area,
If your complaint is not resolved to your
please use the following list of the Council’s
satisfaction, please let us know.
main services:
How to give feedback on Woking
You can do this by filling in a ‘formal complaint’
Abandoned Vehicles
Leisure
Borough Council’s Services
form which will be passed to the Service Area
Environmental Services
Community Services
Manager concerned. Formal complaint forms are
Allotments
Litter
available from all Council buildings or online at
Community Services
Environmental Services
Woking Borough Council aims to provide the best
www.woking.gov.uk
possible service to its customers. That’s why it’s
Arts and
Local Plan
important that you tell us how we are doing and
Your complaint will be dealt with by a Service
Cultural Events
Policy and Performance
Community Services
how we can improve our services to better meet
Area Manager who will contact you within 14
Parks
your needs.
working days.
Benefits –
Community Services
Housing/Council Tax
Whilst we try hard to provide a high quality
Step 3
Resources
Human Resources
Resources
service, we don’t always get it right, which is why
If you are still not satisfied with the Council’s
Building Regulations
we have a formal complaints procedure in place.
response, please contact us.
Planning and Regulation
Pest Control
Planning and Regulation
As well as finding out about any complaints, we
The details of your complaint will then be given to
Car Parks
Planning Applications
would also like to know if you have any additional
the Chief Executive, and you will be notified of the
Environmental Services
Planning and Regulation
comments (including compliments) about our
results of the investigation within 10 working days.
Ce n tres for the
Marketing
services so that we can continue to provide a good
Step 4
Co m m u n i ty
Community Services
Communications
service to you. A compliment can let staff know
If you follow the steps above but are still unable
Customer Services
that their efforts are appreciated.
to resolve your complaint, you can refer it to the
Controlled
Parking Zones
Public Toilets
This leaflet explains the methods for giving us your
Local Government Ombudsman. The Ombudsman
Environmental Services
Environmental Services
feedback, and provides details of how to pass your
will give the Council the opportunity to deal with
Council Tax/
Recycling
comments on.
the problem before investigating further.
Business Rates
Environmental Services
Resources
Making a complaint – step by step
A leaflet with details about the Ombudsman
Refuse Collection
service is available from the Civic Offices or
Dog Warden Service
Environmental Services
We endeavour to provide high quality services,
the information can be found online at
Planning and Regulation
Street Cleaning
but sometimes things do go wrong or we may fail
www.woking.gov.uk
Electoral Registration
Environmental Services
to meet your expectations. We aim to resolve
Secretariat Services
Taxi Licensing
complaints as quickly as possible. To help us do
Alternatively, you could contact one of your
Food Hygiene
Planning and Regulation
so, please follow the steps listed below.
Councillors, your MP or MEPs (European
Parliament) regarding your complaint. Their details
Planning and Regulation
Tree Preservation
Step 1
Planning and Regulation
are available online at www.woking.gov.uk
Holiday Playschemes
Contact the service area concerned by phone or
Community Services
in writing. Contact details and a list of who does
Giving compliments or other comments
Housing (Council)
what in the Council can be found towards the end
If you would like to give us positive feedback on
Housing Services
of this leaflet. Alternatively, you can call in to the
a service you have received:
Land Drainage
Civic Offices, Gloucester Square, Woking, in
Environmental Services
person and discuss your complaint with a member
Fill in the comments form on the back of this
of staff. You can also fill out the comments form at
leaflet and hand in to a member of staff.
To give a clear idea of the kind of service you can
the back of this leaflet. We will try to resolve the
Contact the Head of Customer Services
expect from the different areas, please refer to our
problem on the spot, or if that’s not possible,
by calling 01483 755855 or email
Service Standards Leaflet, available from the
within seven working days.
[Woking Borough Council request email]
Civic Offices or by phoning 01483 755755.
Customer Comment Form
A transcript of this document can be
provided for partially sighted people,
We welcome your comments and complaints as
they help us to improve. Please use this form for
either in large print or on tape.
We’re
your feedback:
If you require further information, call
Name
01483 755855
listening
Address
If you require a translation, please contact:
How to give
Se avete bisogno di una traduzione si
Date
prega contattare:
feedback on
Si usted requiere una traducción de esta
Comments:
Woking Borough
información por favor contacte a:
Council’s Services
01483 750548
If you require any further information, please
contact the Customer Services Manager on
Woking Borough Council
01483 755855 or email [Woking Borough Council request email]
Civic Offices,
You can also write to Customer Services at
Gloucester Square,
Civic Offices, Gloucester Square, Woking,
Woking, Surrey GU21 6YL
Surrey, GU21 6YL
www.woking.gov.uk
