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Fylde Borough Council believes in listening, taking account of and responding to your views. Our staff are committed to providing excellent standards of customer care at all times. The authority underwent a Best Value Review of its Customer Care Services in December 2001. The results from this inspection and other reviews of the council's services are available from www.audit-commission.gov.uk
We Want to Hear from You As part of our continuing commitment to provide the best possible services to all our customers, we need to know when you are dissatisfied with the service you have received, how you think it could be improved and also when you think we are getting something right. If you have a compliment, comment or complaint please let us know.Phone- Please call Fylde Direct on 01253 658 658. Writing - Listening@fylde – Freepost BJ 952, Town Hall, Lytham St Anne’s, FY8 1BR. Fax - Please fax 01253 713113 and mark it for the attention of listening@fylde.
What is a Complaint? A complaint is necessary: - When the Council fails to do something that we promised to do
- When the Council has done something badly or wrong
- When you feel you have been treated unfairly or impolitely
- When the Council fails to respond properly to a service request or report
There may be occasions when it is important and necessary for you to contact us, but your contact is not classed as a complaint. This could be: - When you are reporting something you want us to act upon, such as defective street lighting or illegal dumping
- Where there is an appeal procedure for actions taken, such as compulsory purchase orders or planning applications
- When you are reporting the actions of a third party, such as a noisy neighbour
If the Council fails to respond to a service request, you may want to register a complaint.
What will happen to my complaint? The complaint procedure has three distinct stages: Stage One - the section responsible for the service will deal with your complaint. All necessary details will be taken down and where possible the complaint will be dealt with immediately. However, where it is not possible to deal with the complaint immediately you will be told who is dealing with the complaint and when a response will be provided. Stage Two - if you are not satisfied with the response you are given by the section responsible for the service, or you do not get a response, the complaint should be referred to the Business Manager of th service area concerned. The Business Manager will investigate the matter and provide a response within five working days of being contacted. Stage Three - if you are still not satisfied with the outcome you can refer the matter to the Chief Executive who will arrange for a senior officer, who is independent from the services in question, to deal with the complaint. A response will be provided within five working days.
Who else can I contact about my complaint? The three stages mentioned above form the procedure for dealing with complaints internally. You are however, encouraged to refer your concerns to external bodies if you are unhappy with the way we have dealt with your complaints or if you feel that the outcome is unsatisfactory. You can speak to: Local Councillors - you can at any time, refer a complaint to your local councillor, who may take up the complaint on your behalf. However, it must be remembered that everyone, including councillors, will be treated fairly and equally through the internal process. Local Government Ombudsman - the local government ombudsman will want to be sure that you have already been through our internal complaint procedure and that the Council has had an opportunity to address your concerns.
The Ombudsman can be contacted at: Local Government Ombudsman, Beverly House, 17 Shipton Road, York, YO30 5FZ Phone: 01904 380200 Fax: 01904 380269 Email: enquiries.york@lgo.org.uk Local Government Ombudsmen every year produce an annual Report available online http://www.lgo.org.uk/annual.htm.
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