Customer feedback
Bedfordshire County Council is keen to know what your views are about the services that it provides. You may have a compliment to pay, a comment to make or you may wish to make a complaint about the service. This section tells you how to let us know what you think about the services that you receive.
You can also view our
customer service charter| (PDF document opens in new window) which gives information on accessing our services, our standards of service and our commitment to equality.
Compliments
You may wish to thank a member of staff who has been very helpful or you may think that the service you have received has been very good. We will share your compliment with the relevant member of staff and managers and will use it to improve our services.
Comments
If you have a suggestion or idea about how a service could be improved please tell us. We will pass your suggestions on to the manager of the service area who will look into your idea and will let you know the outcome.
Complaints
Sometimes standards fall short of what you would expect or somebody doesn’t do what they said they would. If this happens and you can’t sort it out with the people involved you may want to complain.
Complaints against a Councillor
From 8 May 2008 the duty to consider complaints that a Councillor may have breached the Code of Conduct has become the responsibility of the Council’s Standards Committee.
If you wish to complain about the conduct of a member of Bedfordshire County Council, you must submit your complaint to:
The Monitoring Officer
Bedfordshire County Council
County Hall
Cauldwell Street
Bedford
MK42 9AP
You must make your complaint using the complaint form| (PDF document opens in new window) so that you can be sure that you have provided all the information necessary to progress the complaint.
Alternatively, you can contact Mel Peaston on (01234) 228200 or email: mel.peaston@bedscc.gov.uk|.
The Standards Committee can only deal with complaints about the behaviour of a Councillor. It will not deal with complaints about things that are not covered by the members’ Code of Conduct. If you make a complaint, it must be about why you think a Councillor has not followed the Code of Conduct.
Confidentiality
If you are complaining about a staff member and do not wish them to know, we will respect this. However, it may be difficult to fully investigate your complaint.
Representation
You have the right for someone to make a complaint on your behalf. We will ask you to give consent for them to do this.
Independent advice and advocacy
An advocate is someone who does not work for the council and can help you to make a complaint and make sure your views are heard. They can also speak for you at meetings if you wish.
If you want the support of an advocate
You may have a friend, representative or advocate with you at any stage of the procedure.
Other organisations such as the Citizen’s Advice Bureau may also be able to help. Your local MP or Councillor may also give you independent advice.
Stage 1- Local resolution
Most complaints are sorted out at this stage. You can make a complaint in person or in writing to any member of staff. We will write to tell you we have received your complaint. The Local Manager will provide a written response to your complaint. We will give you a response in 5* working days. We will keep you informed if we need more time.
If you are not happy with the response Customer Relations may offer you a meeting with a manager to try and sort things out.
*10 up to 20 days for Children’s Services.
Stage 2 – Senior level service Investigation
If you are not satisfied with the response from the Local resolution you can ask for your complaint to be investigated by a senior manager in the service. We will give you a response in 15* working days. It may take longer, but we will keep you informed. If the complaint is upheld we will tell you what action will be taken to put things right.
*25 up to 65 days for Children's Services.
Stage 3 – Independent investigation
If you are still unhappy you can ask for an Independent Investigation.They will investigate and report to the Service Director within 15* working days. If more time is needed we will keep you informed. The Service Director will write to tell you the findings and what will be done.
*25 up to 65 days for Children’s Services.
Mediation service
If you do not want to complain to get things sorted you may want to try the Mediation Service. We use trained mediators who will bring you together with the manager to help you reach a satisfactory solution. You retain the right to complain if mediation does not resolve all of the problems.
Other action you can take
If you are not happy with how your complaint is handled you may want to contact the Local Government Ombudsman. You can do this at any time. The Ombudsman usually expects the local authority to have had the opportunity to look into your complaint first.
Contact details of the Local Government Ombudsman
Mr JR White
Local Government Ombudsman
The Oaks
No 2 Westwood Way
Westwood Business Park
Coventry CV4 8BJ
Adviceline: 0845 602 1983
If you would like a leaflet about the Ombudsman and what they will consider please contact Customer Relations.
Contact details for Children’s and Adult’s services
If your feedback is about Social Care (Children’s And Adult’s) different procedures apply;
you can:
Helping us to help you
We promise to be professional at all times. In return we ask that you treat our staff politely and with respect. If you are not happy with the way that you are dealt with then please ask for the complaint to be referred to the next stage of the procedure rather than venting your anger or frustration on our staff.
The Customer Relations Team is available to guide you through the process at any stage. Please contact us for further information.
How to contact us and give feedback
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Download and complete the
freepost form (PDF document opens in new window)
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Telephone or write to the service area concerned and speak to the manager
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Telephone Customer Relations on (01234) 228202 or (01234) 446666
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Text Customer Relations on 07795 686459
Data Protection Act 1998
Please note that the personal details supplied on this form will be held on a file and/or computerised by Bedfordshire County Council for the purposes of assessing your compliments, comments and complaints.
Your personal details may be shared internally within the Council for this purpose, but will be safeguarded and will not be divulged to any other individuals or organisations for any other purposes.
Keep a copy of this information
All of the information contained in this section of our website is available to download as a PDF| (PDF document opens in new window).