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Complaints, comments and compliments - Stour Valley and Poole Partnership

We believe in continuously improving our services, so if you have a comment, compliment or a complaint we would like you to tell us.

The Stour Valley and Poole Partnership provide the revenues and benefits services for Christchurch Borough Council, East Dorset District Council, North Dorset District Council and The Borough of Poole. The Partnership is fully governed by a joint committee and monitored by a scrutiny panel represented by members from each council.

Why we value feedback as an organisation

We aim to deliver an excellent customer service by providing effective services.  If we identify that a process has not been effective, we try to improve our processes and procedures for the future.  We aim to publish our feedback results alongside our customer charter.

Please also let us know when you receive great service. We keep a record of compliments and give employees praise for commitment and customer service.

How to give feedback

We aim to get it right first time, every time. If we ever do something that does not meet your expectations please contact us straight away as a quick conversation is usually all it takes to put things right.

 

Make a complaint, compliment or comment

Please use the online form to give your feedback

All complaints follow this procedure:

Stage one

Once you have submitted your complaint, the appropriate manager will investigate and respond.

  • we will acknowledge your complaint within 3 working days

  • you should expect to receive a response within 15 working days

  • if we need longer to provide a full investigation and response we will let you know

  • we will provide information on the next stage of our policy

Stage two

If you remain dissatisfied following stage one, you may request the service manager to review and respond.

  • we will acknowledge your stage two complaint within 3 working days

  • you should expect to receive a response within 20 working days

  • if we need longer to provide a full investigation and respond we will let you know

Where an elected member receives the complaint, it will be the council that provides details of the outcome of the investigation.

Local Government Ombudsman (LGO)

If you remain dissatisfied following a stage two response, you have the right to contact the Local Government Ombudsman

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