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Complaints Information

Requested on
Tue 2nd September, 2014
Reference
FOI 4926
Resolution
Information provided

Question

Under the Freedom of Information Act 2000, I would like to request the following information from your council.

• Does your council have an overall complaints manager/director for your council? Or are complaints managed within each separate department?

• Does your council use an overall complaints management system/software or are complaints managed individually by each department?

• Can you please provide the Name, Phone Number, Address and E-mail Address details for the Complaints Manager/Director for your council please, If applicable?

Answer

Does your council have an overall complaints manager/director for your council? Or are complaints managed within each separate department?
Stage 1 and 2 complaints are recorded and investigated by the relevant service, Stage 3 complaints are then investigated by the Corporate Development Officer.  Please see out complaints procedure for more details: http://www.charnwood.gov.uk/files/documents/corporate_complaints_procedure/corporatecomplaintsprocedure.pdf
Does your council use an overall complaints management system/software or are complaints managed individually by each department?
All complaints are logged in our Corporate Customer Relations Management software
Can you please provide the Name, Phone Number, Address and E-mail Address details for the Complaints Manager/Director for your council please, If applicable?  Head of Revenues, Benefits and Customer Services – David Platts.
Telephone: 01509 263151
email: David.platts@charnwood.gov.uk
Address: Charnwood Borough Council, Council Offices, Southfields Rd, Loughborough, LE11 2TX

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