Can I get help to make a complaint?
You can telephone us or call into one of our local
offices and we will help you make a complaint. You
can also ask a friend, relative or local Councillor
to help you. Or you may wish to be assisted by
someone from an organisation such as the Citizen’s
Advice Bureau. Anyone acting for you has the same
Compliments,
rights as you have.
Comments and
You can get a copy of this leaflet in
different formats such as large print,
Complaints
braille, audio, or in a different language
by calling 01228 606060.
Complaints about Adult Social Care
There are special procedures for dealing
with complaints about Adult Social Care. The
complaints procedure for Adult Social Care
complaints is a statutory one and the procedure
followed is different to that set out in this leaflet.
You can get more information, including a
detailed leaflet, from the Complaints Manager:
Tel: 01228 227140
Email: [email address]
Data Protection
The information you provide when you make a
complaint will only be held for the purposes of
processing and administration and will not be
Do
you have something
passed on to any other organisation.
to say about Cumbria
However, in order to investigate your complaint
fully we may need to divulge your information to
County Council?
other council staff. This will only be done when
necessary.
Cumbria County Council is committed to providing
Making a complaint
Stage 3
high quality services. Your feedback is essential to
We accept that sometimes things go wrong; it is
If you are unhappy with the Stage 2 response, you
this and we welcome all compliments, comments
important that you tell us if you are unhappy with a
can contact the Customer Service Team to let us
and complaints. These help us to review and
service. Please also tell us what you would like us to
know that you would like your complaint to be
improve our services so we can provide the best
do to put things right. In the first instance it may be
looked at again. At Stage 3, your complaint wil be
possible services for our customers.
best to speak to the person you have been dealing
investigated by, and you wil receive a response
with and explain your complaint, or you can ask to
from, the Chief Executives’ Office. As with Stages 1
How to contact us:
speak to the person in charge who may be able to
and 2, we aim to provide you with a ful response
resolve your complaint straight away. If you are still
within 10 working days, however in cases where
You can:
not happy please contact our Customer Services
this is not possible we wil contact you and inform
Team who will arrange for your complaint to be
you of when you can expect a response.
•
Call in to one of our council offices where a
investigated.
member of staff will be happy to help you
What if the issue is still not resolved?
Our Complaints procedure has 3 stages:
If you are still not happy with the outcome of your
•
See our website cumbriacc.gov.uk
complaint then you can complain to the Local
Stage 1
Government Ombudsman. You should do this
•
Contact our Customer Services Team - see
When we receive your complaint it will be logged
within 12 months of when you first knew about
contact details below:
by our Customer Service Team and passed to the
the matter you are complaining about. Please see
appropriate department for investigation. You will
contact details below:
•
Write to:
receive a response to your complaint from a council
Customer Services Team
officer within 10 working days. If we are not able
Local Government Ombudsman
Cumbria County Council
to provide a full response within this timescale we
PO Box 4771
FREEPOST NWW6059A
will contact you and inform you of when you can
Coventry
The Courts
expect a response.
CV4 0EH
Carlisle
CA3 8NA
Stage 2
Tel: 0845 602 1983
If you are not happy with the Stage 1 response
Email: [email address]
to your complaint, you can contact the Customer
Service Team to let us know you would like your
If your complaint related to the Freedom of
•
Tel: 0800 121 8800
complaint to be looked at again. At Stage 2, your
Information Act 2000 (FOIA), Environmental
complaint will be investigated again and you will
Information Regulations 2004 (EIRs) or the Data
receive a response from the appropriate Director
Protection Act 1998 (DPA), please contact:
or Head of Service. You will receive this response
•
Email:
within 10 working days. If we are not able to
Information Commissioner’s Office
[email address]
provide a full response within this timescale we
Wycliffe House
will contact you and inform you of when you can
Water Lane
expect a response.
Wilmslow
Cheshire SK9 5AF
