Policy Complaints procedure

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4. What is not a complaint

Informal service issues

We encourage all our staff to work with customers and to try to find a resolution to any expressions of dissatisfaction without the need to use the formal complaints process.

In many cases we can resolve an issue very quickly – by putting the problem right straight away.  We consider these types of cases as informal service issues. 

An example might be where a refuse team has not picked up a customer’s bin, but once the team is made aware of this the bin is picked up on the same day.

However, when a customer is unhappy about the way that a service issue or request was handled, this should be dealt with under the council's complaints procedure.