Comments, compliments and complaints policy

Customer comments and suggestions

Newcastle-under-Lyme Borough Council positively welcomes comments and suggestions from our customers. These can play an important part in improving service delivery. It is therefore important that those comments and suggestions received by the council can be monitored and retained. The Customer Relations Team will co-ordinate all comments and suggestions on behalf of the authority.

Comments and suggestions might include:

  • comments on the services provided i.e. not a complaint
  • comments on how a service could be improved
  • suggestions for new or changes to existing services
  • comments on procedures or service levels

The council will generally not respond to comments and suggestions unless there is a specific reason to.

Comments and suggestions received directly to departments must be forwarded to the Customer Relations Team within five working days and must include all the relevant information required to action the item.