Comments, Compliments and Complaints

Chester City Council is committed to providing high quality and accessible services and operates a "Compliments, Comments and Complaints" scheme which sets out our policy and procedures for dealing with customer feedback - including complaints.

Contact Us

If you think we have done something well ... please tell us.

If you think we could do something in a different way or better ... please tell us.

• Compliments - if you think we did something well
• Comments - if you want to share your views or ask a question about any aspect of our services
• Complaints - if something has gone wrong

 

or to contact by mail or telephone:

Chester City Council,
The Forum,
Chester
CH1 2HS
Telephone 01244 324324
Fax 01244 324338
Mark your envelope "Compliments, Comments and Complaints"

Our commitment to you

We aim to improve the quality of life for the residents of Chester and are committed to giving an equal service to all members of the public regardless of their age, colour, culture, disability, economic status, ethnic origin, gender, race, marital status, religious or sexual orientation.

We have arrangements in place to help people who may have difficulty accessing our services. We can help with translation, interpretation and provide information in a variety of formats such as large print, Braille, audio cassette and computer disk.

For more information about access or equality contact our Access Officer at disabilityaccess@chester.gov.uk

Putting things right

We have a "complaints" system so that we can deal with things quickly and efficiently when they go wrong. We will not only try to put things right - we will also learn from the experience. We will use this feedback to make continual improvements to our services.

If you think we have:

• Not done something we should have done
• Done something badly or in the wrong way
• Treated you unfairly or discourteously

Tell us:

• What has gone wrong
• What you want us to do to put things right

What happens next?

• If possible we will deal with your complaint "on the spot" to try and resolve it to your satisfaction
• If something has gone wrong and we cannot resolve the issue immediately we will try to put it right as quickly as we can.
• Your complaint will be acknowledged and you will be advised of who is dealing with your complaint
• You will get a fully reply within two weeks of your initial complaint unless the problem is complex - then it may take longer to reply, but we will keep you informed of progress

Help from your Local City Councillor

Your local Councillor may also help you progress your complaint. You can find details of who your local councillor is in our Councillors AtoZ

Local Government Ombudsman

If you remain dissatisfied after your complaint has been dealt with you may wish to contact the Local Government Ombudsman.

You can complain at any time to the Local Government Ombudsman, who is independent of the City Council and can investigate on your behalf.

The Local Government Ombudsman for this area is:

Patricia Thomas,
Local Government Ombudsman,
Beverley House,
17 Shipton Road,
York,
YO30 5FZ
Phone: 01904 380200
Fax 01904 663269