16.1 The East Devon District Council has a simple, well defined and timely procedure for dealing with complaints which is clearly set out in its leaflet “Got a Complaint About our Service”. Where a business or other member of the public makes a complaint or expresses dissatisfaction with a service provided, or any action taken, the officer receiving the complaint will notify the Head of Environmental Health and Health Equalities or the relevant Environmental Health Team Manager as soon as possible.
16.2 On receipt of a complaint, the Head of Environmental Health and Health Equalities or relevant Environmental Health Team Manager will impartially investigate all relevant facts and report the findings, in writing, to the complainant.
16.3 Complaints and expressions of dissatisfaction are seen as opportunities to identify possible weaknesses in service delivery and as a step towards making improvements. Information obtained from the investigation of complaints will be used to examine possible action to improve service provision. Where a complaint comes within the definition in the Council’s Complaints Procedure, that procedure will be followed.