How to make a complaint

Making a complaint

If you would like to make an complaint you can:

• Use our online complaints form
• Send an email to enquiries@tauntondeane.gov.uk
• Call Customer Services on (01823) 356356
• Come to The Deane House and speak to a member of staff or pick up a complaints leaflet
• Write to the Customer Services Manager, The Deane House, Belvedere Road, Taunton, Somerset. TA1 1HE.

Please give as many details as possible, including any dates and references. You will need to tell us:

• What the problem is
• How the problem came about
• What you would like us to do to put the problem right

If you need help to compose the complaint you can contact Customer Services. You can also ask a friend, relative, someone at the Citizens Advice Bureau, or your local Councillor to help or represent you.

Monitoring complaints

We want to learn from complaints and so we will record and review them. We will also send you a complaints feedback form, asking how satisfied you were with the way we handled your complaint and the outcome.

Anonymous Complaints

If you complain anonymously we will deal with the matters raised, according to our procedures. We will not however be able to let you know the results of the investigation, or ask you if your complaint was handled satisfactorily.

Complaints against Elected Members

The Complaints procedure is in place to ensure our customers are treated fairly and can effectively complain or comment about a service or a member of staff.

If a complaint arises from the actions of an elected Member of the Council you can contact the Monitoring Officer who has a legal duty with the Independent Standards Committee to advise about any breaches of the code. Tel: 01823 356403 or email t.meers@tauntondeane.gov.uk