Comments and compliments
This leaflet has explained the
procedure for dealing with
complaints. However, we hope that
you will also let us know when you are
pleased with something we have
done.
We always welcome your comments
about our services, and they will help
us build on our successes as well as
put right our mistakes.
We can provide this information in other
languages and formats for example, in
large print, in Braille or on audio cassette.
Please phone 01205 314308.
Boston Borough Council
Municipal Buildings
How to
West Street
Boston
Lincolnshire
complain
PE21 8QR
Phone: 01205 314200
Fax:
01205 364604
E-mail:
[Boston Borough Council request email]
Website: www.boston.gov.uk
BBCL1 01/09/06
Building a Better Boston for Everyone
Complaints procedure
Making a complaint
We aim to provide you with services of
These are the steps you should follow
give you the name of the investigating
the highest possible quality.
if you want to make a complaint.
officer who wil deal with your complaint.
Our contact with you is based on
1 If possible we would prefer to put
4 The investigating officer wil talk to staff
three basic principles - understanding,
things right straightaway. So first you
concerned, study reports and letters about
speed and fairness.
should go back to the person, section
your complaint, and may visit you if neces-
or department who handled the
sary. Within 15 working days, you wil
To make sure that our services meet
matter in the first place. This will give
receive a ful answer in writing or, if we
your needs, we need to hear from you.
the staff concerned a chance to put
need to carry out a more detailed
things right before you make a formal
investigation, a progress report. (You will
You can use the attached form to
complaint.
receive a final answer in 28 working days).
make a complaint or you can use the
complaints form on our website at
2 If you are still not satisfied with the
5 If you are still not satisfied with the
www.boston.gov.uk/complaints
way we have dealt with your problem,
reply you receive, you should write to the
Sometimes we cannot provide the
we will follow a formal procedure to
Chief Executive who will carry out another
service you are asking for, and if this
investigate it further.
review and reply to you within seven
happens we will explain why. If
We will ask you to fill in a simple form
working days. Or, you may want to contact
something goes wrong or if you feel
(attached) or on the website so that
your local council or or MP. We can give
we have not treated you fairly, this
we can record your complaint in
you their names, addresses and phone
leaflet explains what you should do.
writing. If you are not sure how to fil in
numbers at our reception desk (phone
the form, a member of staff will be pleased
01205 314200).
to help you. You can get spare forms from
reception or, if you prefer, you can phone
6 If you are still not satisfied with the
us on 01205 314200 and we will send you
outcome, you can refer your complaint to
a form and a postage-paid envelope to
the Local Government Ombudsman who
return it in.
is independent and investigates
complaints against local councils.
3 We will send you a written
However, the Ombudsman will not act
acknowledgement within two working
until we have had a chance to investigate
days of receiving your complaint. We will
your complaint.
