Complaints, comments, compliments

Coronavirus (COVID-19)

Please note that while complaints will continue to be logged and managed there may be some delays and changes to the usual procedure because of changed working arrangements and additional pressures arising from Coronavirus (COVID-19).

Customer Experience staff can work productively from home but will not have access to physical post. For this reason, and because of extra pressures on the Council’s Contact Centre, we would ask customers to use the online facility below to raise complaints wherever possible, rather than writing or phoning.

Many front line Council staff are involved in crucial work to support Somerset residents through this difficult time and this may impact our ability to fully respond to some complaints in a timely manner. You can contact the Customer Experience team about complaints directly – email CustomerExperience@somerset.gov.uk.

If you haven’t found what you need, or need more support please phone us on:
0300 123 2224

Introduction

Whether we’ve got something right, or could have done something better, we would like to hear what you think of our services.

You can use the links below to give us your feedback.

Make a complaint

Make a comment

Make a compliment

Schools

We do not manage school complaints. Schools are managed by the headteacher and governors, and any questions, problems or complaints must be raised with the school in the first instance. If this does not resolve the issue you should follow the school’s complaints procedure – which you will be able to find on the school’s website, or you can contact the school directly.

Complaints

With complaints it is far easier to find out what happened and put things right if you tell us straight away. As time passes it becomes more difficult to investigate events fairly and fully – people’s memories fade, staff who were involved leave the Council, or records may no longer be available. For these reasons, we will normally only accept complaints made within twelve months of the incident or circumstances that led to the complaint.

If your complaint is older that twelve months, please contact us so that we can tell you about other ways that might still be available to solve your problem.

What the Council considers to be a complaint
A complaint can be many things, and some possible situations are listed below. For example, you could be dissatisfied about

The standard of service you have received from us
Our response to a request for service
Our actions
The behaviour of a member of staff
Harassment, bias or unfair discrimination, for example, this could include anti-Semitism as defined under the internationally recognised definition. Please see – antisemitism.uk/definition/ – we promise to investigate and seek to put right any unfairness or unfair discrimination

We do not mean

An initial request for a service, such as reporting a faulty street light or a pothole. We have to have had the chance to provide the service or put something right, which we can only do if we have received a request or been told about a problem
Where a separate appeals procedure exists or a legal remedy is open to you, for example planning applications, or schools admissions policy
When you are unhappy about policies set by Somerset County Councillors, for example a budget decision which changes the services available or how they are delivered
Insurance claims relating to alleged damage or injury – these will be dealt with by the Council’s insurance section
If your complaint is about policies set by other organisations
When your complaint is about alleged serious misconduct by an employee of the Council. This will be dealt with through our internal HR procedures, as it would not be appropriate to deal with the issue through the complaints procedure – we will not provide details or the outcome of those internal procedures, but we will let you know once internal processes are complete

How we will deal with your complaint
When we receive your complaint, it will be sent to the service team you are complaining about for them to investigate and respond to you. They understand the issues involved and are best placed to put things right as quickly as possible. We aim to reply to your complaint with a full response within 10 working days. If, for any reason, it is likely to take longer we will let you know.

If, however, you feel there are reasons why you cannot resolve your complaint direct with the service team, please contact us and we will discuss this with you and agree how to proceed.

You may feel you need independent support or help to make your complaint. There is a range of advocacy support available in Somerset, and we will be able to signpost you to organisations that may be able to help you.

What happens if you are not happy with the response from the service team?
You can contact us if you wish to take the matter further. We will talk to you about your reasons, and will discuss and agree the best way to take your complaint forward. In some cases, mediation or dispute resolution are the most effective ways to resolve complaints. In other cases it may be that a formal independent investigation is the best option. Whichever route is agreed, we aim to provide a full response within 20 working days. We will keep you updated on progress and will let you know if for any reason it is likely to take longer.

If you are still unhappy with our decision, you can contact the Local Government and Social Care Ombudsman at any time to ask if they would conduct an independent investigation. They will not normally investigate your complaint until the Council has had the opportunity to fully investigate it.

You can contact them on their website and fill in an online complaint form, or you can phone them on 0300 061 0614 – Monday to Friday, 10am to 4pm.

Compliments and comments

It is also important for us to know about things that are going well or how the service can be improved, and to be able to give staff positive feedback.

When we receive your compliment, we will write to thank you and will pass your thanks on to all the people concerned.

Your comments will be passed to the service, and we will use these to help us improve.