Crewe and Nantwich Borough Council ceased to exist on April 1st 2009 when its services
and responsibilities transferred to
Cheshire East Council. This website is available for information only.
Grievance Procedure
Stage 1
If you feel the need
to complain, do it 'on the spot'. If you cannot do this yourself,
you may be able to use your ministers or funeral director as your
advocate. If you fail to obtain a satisfactory response, move to
the next stage. |
Stage 2
Contact your Charter
member, (Crewe Cemeteries and Crematorium Office, Market Close,
Crewe Telephone 01270 212643) either by telephone or in
writing and describe your grievance. If you fail to obtain a
satisfactory response, move to the next stage. |
Stage 3
Put your grievance in
writing to the Charter Organiser, who will send an acknowledgement
within seven days. Your grievance will be investigated by reference
to your Charter Member or any other relevant person and a written
reply will be sent to you within four weeks of the date of
acknowledgement. Where the matter is urgent, the response will be
immediate, either by telephone or fax. |
Stage 4
If you continue to feel aggrieved, the Charter Organiser may offer
to refer your complaint to an arbitrator. The arbitrator will be
appointed by agreement with you. |
Stage 5
Whether or not
arbitration is agreed, if the matter relates to a Local Authority,
you have the right to refer your grievance to the Local Government
Ombudsman in England, Wales and Scotland. The Local Government
Ombudsman can look into complaints only about actions taken by a
Local Authority and that Authority should first have had the
opportunity to investigate and respond to the complaint. |
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Complaints Procedure
Stage 1
All formal complaints
of any nature will be received and recorded in the 'Complaints
Register'. |
Stage 2
The complaint is then investigated by Cemetery and Crematorium
Management. |
Stage 3
Following investigation, the findings will be detailed in a
'Customer Complaint Report'. |
Stage 4
If the complaint is justified, the appropriate action will be taken
to prevent a reoccurrence. |
Stage 5
You have a right to refer your complaint to the Local Government
Ombudsman in England, Wales and Scotland, provided that the Council
have had the opportunity to investigate and respond to your
complaint. |
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