We strive to provide you with the best possible service, but we know that sometimes things can go wrong and if they do, we want you to tell us so we can sort them out as soon as possible.
We want to hear your views
Making a complaint
St Albans City & District Council is committed to listening to its customers and dealing with any feedback promptly and effectively. We aim to learn from your views, helping us to improve and develop the services we provide.
Whatever the outcome of a complaint, our aim is to stop similar problems happening in the future. All complaints are monitored so that we can spot problem areas and learn how to do better. This leads to an improved service for all.
For full details of our complaints process, please see our Customer Feedback form below.
If you wish to log a complaint or comment, please use our online feedback form
Our corporate complaints process does not include complaints relating to employment contracts for current employees or recruitment matters.
Compliments
We are also pleased to receive your compliments, which are used to develop services by sharing praise and good practice with individuals and teams.
If you wish to log a compliment or comment, please use our online feedback form
Housing complaints procedure with effect from 1st April 2013
The Local Government Ombudsman will no longer review complaints from tenants and leaseholders who remain unhappy having gone through the Council’s two stage complaints procedure. Instead, these will need to be referred to the Housing Ombudsman.
The links below provide information on the referral process. Alternatively you can contact customerservices@stalbans.gov.uk, who will assist you.
Housing Ombudsman Service - www.housing-ombudsman.org.uk
Making a complaint about a Councillor
If you wish to complain about the conduct of a Member of St Albans City & District Council or Member of a parish or town council in the District, please contact:
Mike Lovelady, Monitoring Officer
St Albans City & District Council
Civic Centre
St Peter’s Street
St Albans
AL1 3JE
mike.lovelady@stalbans.gov.uk
Unacceptable Customer Behaviour
The Council is committed to putting customers at the heart of service delivery. We believe that all customers have the right to be heard, understood and respected. We also consider that Council staff have the same right.
Most of the contact that Council staff have with customers is positive. Very occasionally a customer acts in a way we consider unacceptable.
We understand that people sometimes get frustrated and we want to hear our customers concerns so that we can put things right.
We will not however accept behaviour which is considered threatening or abusive to staff.
This policy applies to all Council buildings as well as meetings and visits held off site. Our policy
- All customers will be dealt with in a fair, honest and consistent way.
- Services are accessible to all customers. However, we will restrict or change access to services where a customer behaves in an unacceptable way.
- We will make sure that the physical and emotional safety of customers, visitors and Council employees is not at risk from any customer who behaves in an unacceptable way.
This should be read in conjunction with our Policy Statement on the Management of Unreasonable Complainant Behaviour (below).
Unreasonable Complainants Behaviour
The Council will not tolerate deceitful, abusive, offensive, threatening or other forms of unacceptable behaviour from complainants. Our policy statement is available below.
How to make a complaint about a Freedom of Information or Data Protection Act request
Complaints about the way in which a request was handled or the decision whether to release information will be dealt with under this complaints procedure. Complete the online feedback form or send your complaint to Customer Services. The complaint will be given to the appropriate Head of Service or the Chief Executive.
Date of last review: 11 April 2013