Home > All Services > Advice > Complaints, Comments and Compliments

Complaints, Comments and Compliments

We work hard to provide the best service for all our customers and we appreciate you taking the time to let us know what you think.

We welcome your feedback, whether it's to make a comment, pay a compliment or make a complaint about our services. The information you provide will help us improve our services to make sure we are meeting the needs of our customers.

Recycling and Waste

We aim to provide residents with a high quality and reliable service, leading to good levels of satisfaction. If the quality of your collection has caused you inconvenience because our crews have been thoughtless or inconsiderate, then we are very sorry.  We will investigate and try to put things right as quickly as possible.  Use this Quality of Service online form. Please let us know about issues such as containers being put back blocking your drive causing an obstruction or being returned to the wrong property, crews causing litter, not wearing high-visibility clothing or driving inconsiderately, or streets looking messy when crews have made collections.  We’ll respond to you directly within 10 working days. For all other Recycling and Waste issues, please see our Recycling and Waste web pages.

Here you will find numerous forms to complete to help you with your issue. Any questions relating to the new recycling service please go to Service Overview so for example.

How to make a complaint, comment or compliment

Please complete the complaints, comments and compliments online form to register your feedback.

You can also register your feedback via e-mail or by calling 01782 717717.

Complaints

The Council’s complaints system is a two-stage process:

Stage one - the relevant department will be asked to respond to your complaint within 20 working days.

Stage two - the Customer Relations Officer will investigate and respond to your complaint within 20 working days.

For more information please refer to the Complaints, Comments or Compliments Policy.

Local Government and Care Ombudsman

If the Council has taken all reasonable measures to resolve your problem but you are still not satisfied, you can take your case to the Local Government and Social Care Ombudsman (LGO). or telephone 0300 061 0614. The LGO investigates instances of "maladministration" only where the Council has been given full opportunity to resolve the issue.

Local Code of Conduct Complaints Process

If you want to make a complaint about the conduct of a Newcastle-under-Lyme borough councillor or a member of one of our parish or town councils, you must submit your complaint to:

The Chair of the Assessment Sub-Committee,
The Standards Committee,
C/o the Monitoring Officer,
Newcastle-under-Lyme Borough Council,
Castle House,
Barracks Road,
Newcastle-under-Lyme,
Staffordshire
ST5 1BL

Telephone: 01782 742122, 01782 742201
E-mail: Member Code of Conduct 

The Assessment Sub-Committee deals with complaints about the behaviour of a member. It doesn't deal with complaints that are not covered by the members' code of conduct. If you make a complaint to the Assessment Sub-Committee, it must be about why you think a member has not followed the code of conduct. The complaint form is available below or by contacting the Monitoring Officer on either of the above telephone numbers.

Customer Case Management

The Customer Case Management Policy builds on the Complaints, Comments or Compliments Policy by providing extra guidance to staff and setting out the process for handling unacceptable customer behaviour throughout the Council.

For more details please see the Customer Case Management Policy.

 


Last updated 3 August 2020

Rate this page

We value your feedback. How do you rate the information on this page?

Good OK Poor

 
 
Back to the top of the page