How you may make a complaint and an explanation of how it will be dealt with.
How and why you may make a complaint.

We interact with the public in providing a very wide range of services.  We always try to serve the public to a high standard but sometimes you may have a complaint about how we have dealt with your request for a particular service from us.

If you want to report a problem and want us to do something for you, for example, you may have a noisy neighbour or you want to know about refuse collection, this is not the place to do so.  This service is about raising a complaint regarding how we have dealt with a request.

You complaint may be about Mid Suffolk District Council or Customer Service Direct.

Please tell us if:

• you are not satisfied with a particular service or set of services that we provide
• you think we have done something wrong
• we have not done something that we said we would do.

You can complain in person at the Mid Suffolk District Council Offices, by telephoning 01449 724689 or by e-mail to complaints@midsuffolk.gov.uk.

Anonymous complaints

We understand that you may be worried that complaining could mean you could suffer even more so we assure you that we treat all complaints against us in the strictest confidence and that it is your right to complain.

However, if you make an anonymous complaint and do not provide us with a contact name or address we are unable to let you know the outcome and may be unable to properly investigate your complaint.

How we will deal with your complaint

We want to make sure you have a fair, consistent and structured process to deal with your complaint.  If not resolved straight away, under Stage 1 of our Procedure your complaint is referred to the relevant Service Manager who will reply to you within 10 working days.  If you later notify us that you are dissatisfied with the reply received, your complaint will then be addressed under Stage 2 and an investigation will be undertaken by an Independent Complaints Investigator, to be dealt with within 30 working days.

We monitor all complaints we receive and classify complaints under various categories.  By analysing complaints we can highlight specific areas and use this information as a positive method of monitoring our performance and improving our services to you.