Comments, complaints and compliments procedure

One of Alnwick District Council's priorities is to serve its customers and to do this as effectively and courteously as possible.

By listening to your comments and suggestions and by informing you of what we are doing we can work together to ensure high standards are maintained.

To make sure that our services meet your needs, we need to hear from you.

You can use the form on the link below to make a comment, a complaint or a compliment. Sometimes we cannot provide the service you are asking for, and if this happens we will explain why. However if something goes wrong or if you feel we have not treated you fairly, this leaflet explains what you should do.

Making a complaint

These are the steps you should follow if you want to make a complaint.

1. If possible we would prefer to put things right straightaway. You should go back to the person, section or department who handled the matter in the first place. This will give the person concerned a chance to put things right before you make a formal complaint.
2. If you are still not satisfied with the way we have dealt with your problem, we will follow a formal procedure to investigate it further. We will ask you to fill in a simple form so that we can record your complaint in writing. If you are not sure how to fill in the form, a member of staff will be pleased to help you. You can get spare forms from our reception desk or, if you prefer, you can phone us on 01665 510505 and we will send you a form and a postage-paid envelope to return it in.
3. We will send you a written acknowledgement within 3 working days of receiving your complaint. We will give you the name of the investigating officer who will deal with your complaint.
4. The investigating officer will talk to staff concerned, study reports and letters about your complaint, and may visit you if necessary. Within 15 working days, you will receive a full answer in writing or, where this is not possible you will be advised of the reason and given an indication of the time it will take to give you a full response.
5. If you are not satisfied with the reply you receive, you should write to the Chief Executive who will carry out another review and reply to you within 15 working days. You may wish to contact your local Councillor, if you are unsure who this is, the receptionist on the Council's main switchboard (01665 510505) will be able to help. You may also contact your local Member of Parliament, Rt. Hon. Alan Beith PC., MP.
6. If you are still not satisfied with the outcome, you can refer your complaint to the Local Government Ombudsman who is independent and investigates complaints against local councils. However, the Ombudsman will not act until we have had a chance to investigate your complaint.

Useful Contacts

Your Member of Parliament
The Rt. Hon. Alan Beith PC., MP.,
House of Commons
London
SW1A 0AA
Tel: 020 72193540

The Local Ombudsman Service
The Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ
Tel: 01904 380200

Alnwick District Council
The Chief Executive
Alnwick District Council
Allerburn House
Alnwick
Northumberland
NE66 1YY
Tel: 01665 510505

The Citizen's Advice Bureau
Suite 1,
1st Floor,
Valuation Office, 
Wagonway Road,
Alnwick
Tel: 01665 604135.

or

The Fourways,
Bridge Street,
Amble. 
Tel: 01665 604135.