Customer Complaints and Feedback

We believe that customer complaints and feedback can be used positively to help us to improve our services in the future. We would like to know your views.

Our staff work hard to provide high quality services to everyone. If you can let us know when we have done a good job, we can praise the staff involved.

We also want to know your views on how we can improve services.
If you are unhappy with the way we have done something, we would also like you to tell us so that we can try and put things right.

We would like to hear from you if

• You have an idea that will help the Council to do things better
• We have done a good job
• We have done something wrong or you want to complain

How to get in touch

To tell us what you think, you can complete the form and return it to:

Service Assurance Team,
Rossendale Borough Council,
Town Centre Offices,
Rawtenstall,
Rossendale,
BB4 7LZ.

Also you can complete the form on-line, or alternativley speak to any member of staff.

We aim to

• Write to you within 24 hours to tell you that your complaint /feedback is being dealt with and who is dealing with it.
• Send you a full reply within a further 10 working days or keep you informed of the progress of your complaint/feedback should it take longer than 2 weeks to resolve.
• Provide you with a right to have your case reviewed by a Senior Manager if you are dissatisfied with the reply you receive or the action taken.

Thank you for taking the time to tell us what you think. By doing this you are helping the Council do things better for everyone

Under the Data Protection Act 1998 any information supplied will be kept confidential and will only be used for the purpose of monitoring the quality of our services.

If, after your complaint has been through stages 1 and 2 of our procedures, you are not satisfied with the Council's response to your complaint, you can contact the Local Government Ombudsman.  More details on how to complaint to the Local Government Ombudsman can be found on their website here.

Please note that if the Council has not had the opportunity to investigate a complaint, then the Local Government Ombudsman is likely to refer this back to us for investigation in the first instance.