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Comments, compliments and complaints

Our aim is to provide quality services. We value your comments about the way things are being done or how you would like to see them done and, of course, it is nice to know when we get it right too.

You can let us know what you think of our services in a number of ways:

Online:	complete our online comments, compliments and complaints form.
By post:	return the relevant section of our comments, compliments and complaints leaflet and send it to the relevant service, or to: Complaints Administrator, Woodgreen, Witney, OX28 1NB.
By councillor:	speak to your local councillor.

If you have a complaint

Hopefully you will never have cause to complain but occasionally things can go wrong. When they do, we want to know so that we can put it right as soon as possible. To help us resolve any problems, we have a procedure which ensures all complaints are dealt with fairly and thoroughly.

A complaint is defined as "an expression of dissatisfaction about the standard of service, actions or lack of action by the Council or its staff affecting an individual customer or group of customers".

Our complaints procedure does not cover issues such as Council policy; a properly taken decision such as a planning application; or personnel issues including appointments or dismissals.

Most problems can be settled quickly and simply by talking to the appropriate member of staff. Should you feel your problem has not been given proper consideration then you may wish to make an official complaint.

We promise that...

We will acknowledge your complaint within five working days and tell you who is dealing with it. In the normal course of events, you will receive a full response within 15 working days. If we are unable to answer your complaint within that time we will let you know when a full response will be available.

If you still feel your complaint has not been dealt with satisfactorily by the Service, then you can ask the Chief Executive to review the matter

Ultimately you have the right to refer your complaint to the Local Government Ombudsman, who investigates complaints against local authorities. Leaflets offering advice on how to complain to the Ombudsman are available from all Council offices, or you may visit the Ombudsman's website. Of course, we hope that we can deal with your complaint satisfactorily so that this course of action is not necessary.

More information is available in the Comments, complaints or compliments leaflet which you can download or pick up from one of our reception points. Alternatively, contact the Council Complaints Administrator or call 01993 861000.

Petition scheme

The Council welcomes petitions from those who live, work, or study in West Oxfordshire and recognises that petitions are one way in which people can let us know their concerns or the strength of public feeling. For more information please visit our petition scheme webpage.