Complaints
Using Council Services
Every day many people in Crewe and Nantwich use our
services. The Borough Councillors and staff who plan,
organise and provide these do their best to give you the highest
standards. However, from time to time, things may go
wrong.
If you think we have not lived up to your expectations, we
want to know.
Complaint about a Borough Council service. If you think we
have not lived up to your expectations, we want to know.
Thank you for taking the time to complete this form. Our aim is
to reply to you within seven working days. Please note that Crewe
and Nantwich Borough Council will not pass your details on to any
other organisation.
Making a complaint
We cannot please everyone all the time. What we can
promise is to listen and do what we can to deal with your
problem. We will also explain the reasons for our
actions.
What to do first...
If you are not satisfied with the way we have treated you,
explain the problem to the member of staff you are dealing
with.
If you are still not happy, ask to speak to that person's
manager.
If you are still not satisfied after that and want to make a
complaint...
You can complain in any one of five ways:
- Fill in a complaint form at one of our reception points
- Write to the Strategic Organisation Manager, at the Municipal
buildings, Earle Street, Crewe, CW1 2BJ
- Phone the Strategic Organisation Manager or his/her
assistant on 01270 537631 and explain your
complaint
- E-Mail the Strategic Organisation Manager or through the
Borough Council's website (by using the complaint form on the above
link) or to his/her assistant at council.info@crewe-nantwich.gov.uk
- Fax the Strategic Organisation Manager or his/her assistant on
01270 537631
Once we have received your complaint we will write to you
promptly and in any case within five working days and tell
you:-
- Who is responsible for dealing with your complaint;
- How we will deal with your complaint:
- When your complaint is likely to be dealt with.
Generally speaking, we will respond in full within 20 working
days of that letter. If we can't we will tell you why.
If, after all this you are still not happy about the way we have
dealt with your complaint, there are other things you can do:
- You can contact your local Councillor, at any time. You
can get the name and address of your Councillor from the Democratic
Services and Communications Department or from the Councillors
section of the website from the link on the side menu of this
page. Telephone: 01270 537506 Fax:
01270 537605. e-mail: council.info@crewe-nantwich.gov.uk.
- You can write to the Local Government Ombudsman:
Anne Seex
Commission for Local Administration in England
Beverley House
17 Shipton Road
York YO30 5FZ
Telephone: 01904 380200
e-mail: complaints.york@lgo.org.uk
The Ombudsman will not get involved unless he/she is sure that you
have complained to the Council and given us a chance to put things
right. The Ombudsman will not usually deal with the complaint
if you have another way to appeal or if the complaint concerns a
dispute which could be settled in court.
- If your complaint is that an officer or councillor has behaved
unethically or dishonestly you can contact the Council's Monitoring
Officer at
The Municipal Buildings
Earle Street
Crewe CW1 2BJ
Telephone: 01270 537110 Fax: 01270
537759
e-mail: council.info@crewe-nantwich.gov.uk
You can also complain directly to:
The Standards Board for England
1st Floor
Cottons Centre
Cottons Lane
London SE1 2QG
Telephone: 0800 107 201 Fax: 0207
385001
e-mail: enquiries@standardsboard.co.uk
If your complaint is in relation to any of the following:-
- Data Protection Act 1998
- Environmental Information Regulations 2004
- Freedom of Information Act 2000
and if you remain dissatisfied following this complaint
procedure, you may complain further to:-
The Information Commissioner
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF