Complaints Policy
Not satisfied with our service? Then tell us!
Carlisle City Council aims to serve its customers as effectively
and courteously as possible.
However, even the best service sometimes goes wrong - and if it
does we want to know about it.
We welcome your complaint because it gives us the chance to put
things right and improve services. The following information is
provided to help you tell us when something is wrong and to explain
what we will do to sort it out.
Our complaints policy can be accessed via the downloads section
below
Corporate Complaints Policy and Unreasonably Persistent
Complainants Policy
When should I complain?
- When we have failed to do something we should have done
- When we have agreed to do something but haven't
- When we have given a poor service
- When we have treated you unfairly or discourteously
How do I contact the Council about a complaint?
Firstly, we will try to resolve your complaint informally.
You can call at the Civic Centre in person where all services
have reception facilities, or you may telephone 01228
817000 and ask for the service you want.
or our A-Z of Services lists City
Council services and their contact numbers.
If you prefer you can write to the relevant service at:
FREEPOST RLUB-YGCX-YEYB
Carlisle City Council
Civic Centre
Carlisle
CA3 8QG
Please also mark on your envelope which service the complaint is
about.
you can e-mail us at complaints@carlisle.gov.uk
or we have an Online complaints
form.
If for any reason your complaint is not resolved informally then
please read on...
How do I make a formal complaint?
Download, print and fill in the Complaints Form (see
downloads) to explain your complaint and what you would like
to happen. Then just give your name and address and post it to our
freepost address (no stamp needed).
Our reception staff or a friend can fill the form in for you
should you prefer this. Further copies of this leaflet are
available in normal, large print and audio tape from the civic
centre and other City Council Buildings.
You may also use our Online complaints
form.
What happens next?
All complaints are received and recorded by Corporate
Complaints. You will be sent an acknowledgement within five working
days. Your complaint will be investigated by a manager of the
service concerned and a response will be issued to you within 15
working days. (Please note the Data Protection Statement
below.)
What if I am still not satisfied?
If you are unhappy with the response to your complaint please
contact Corporate Complaints which will call a Board of Arbitration
of three City Councillors. They will examine your complaint and
discuss relevant points with you as necessary. You will be sent
their decision within 20 working days of the Board of
Arbitration.
If you are still dissatisfied you may wish to complain to the
Local Government Ombudsman (LGO). LGO leaflets explaining how to do
this are available from the Civic Centre, the Citizens Advice
Bureau, by telephoning 0300 061 0614 or by visiting the LGO website
at the web site at http://www.lgo.org.uk (external
link)
Local Government Ombudsman
The Local Government Ombudsman is an independent person who
investigates allegations of maladministration causing injustice to
the person who has complained. The Ombudsman investigates
complaints about most council matters including housing, planning,
education, social services, and council tax. The Ombudsman can
be contacted at:
Local Government Ombudsman
P O Box 4771
Coventry
CV04 0EH
Telephone: 0300 061 0614
Website: www.lgo.org.uk (external
link)
Email: advice@lgo.org.uk
Fax: 024 7682 0001
Text: 'call back' to 0762 480 3014
The Local Government Ombudsman has a leaflet called Complaint
about the Council? How to complain to the Local Government
Ombudsman. You can get a copy by telephoning or writing to the
address above, or you can download it from the Ombudsman's website (external
link). Leaflets are also available at the Customer Contact
Centre.
If you have an enquiry about the Local Government Ombudsman's
service you can telephone their Adviceline on 0300
061 0614.
Local Government Ombudsman - Annual Review
The annual review summarises the complaints about Carlisle
City Council that the Local Government Ombudsman has dealt with
over the previous year. The annual
review and ombudsman report are attached
below. To view please use the links.
Annual Review
See Downloads below
Conduct of Councillors
From 8 May 2008, the responsibility for considering complaints
about a Councillor moved to Carlisle City Council’s Standards
Committee. If you want to complain that a Councillor or co-opted
member of Carlisle City Council or a Councillor on any Town or
Parish Council within the District of Carlisle has failed to comply
with the Code of Conduct applicable to members of those
Authorities, then you should make your complaint in writing to:
The Chairman of the Standards Committee/Standards Sub-Committee
(initial assessment),
c/o Monitoring Officer
Carlisle City Council
Civic Centre
Carlisle
Cumbria, CA3 8QG
stating the nature of the complaint and providing relevant
evidence to substantiate your allegation.
For further information and a complaint form please see standards committee.
Data Protection
In order to investigate your complaint the information you
provide, including your personal details, may need to be divulged
to Council staff and to City Councillors.
Details of complaints received and our findings, without
publishing names or other personal details, are reported to Council
and are available to the public.
Should you refer your complaint to any other organisation such
as the Local Government Ombudsman then information may be provided
to them on request.