We are always looking for ways of improving the quality of our service.  Your comments, or suggestions for improvement, will help us to do that. 

We also want to know when something has gone wrong with a service so that we can put it right.

We would like to hear from you if you think we have:

• done something wrong or badly;
• not done something we should have done;
• treated you unfairly because of your age, disability, ethnic origin, marital status, race, religion, sex or sexuality;
• not been polite to you; or
• been too slow to act

If you decide to complain, you will need to tell us the following:

• Tell us your name and address.
• Where and how we can contact you.
• Tell us what the problem is.
• Tell us how it came about.
• Say how the problem has affected you.
• Tell us what you would like us to do to improve things or to put things right.
• Please provide any letters or other information that supports your complaint.

If you would like to make a comment or complaint you can do so by:

• filling in the comments, compliments and complaints form below, or
• phoning the officer involved, or
• phoning the Service Liaison Officer, or
• by writing a letter, or
• sending us an email to CCCP@aylesburyvaledc.gov.uk (link below), or
• visit our Customer Service Centre at 66 High Street, Aylesbury or our area offices at Buckingham or Winslow.

We can help:

• If you need help or, you are unsure who you need to speak to or, send your enquiry to, please call our main telephone number 01296 585858. For text box user's, telephone 01296 585055.
• If you prefer, you can talk to your local district councillor. You can telephone us, or look in the leaflet A-Z of Council Services, or look at our website to find out who they are.
• We can give assistance for customers who do not read or speak English well. Please telephone 01296 425334 if you require any help.
• You can contact the Citizens Advice Bureau for assistance on 01280 816707 or email admin@buckinghamcab.org.uk

Taking up your comment or suggestion for improvement

When we have received your comment we will do the following:

• Send you an acknowledgement of your comment within five working days of receiving it.
• Look into your comment or pass it over for a more suitable officer to look into. They will send you the result of their investigation within 10 working days (if their investigation will take longer than this, they will let you know).
• Act as your point of contact with us.

Taking up your complaint

When we have received your complaint we will do the following:

• Send you an acknowledgement of  your complaint within five working days of receiving it.
• Look into your complaint or pass it over for a more suitable officer to look into. They will send you the result of their investigation within 10 working days (if their investigation will take longer than this, they will let you know).
• Say what action we can take to solve the problem.
• Act as your point of contact with us.
• Tell you your rights if you are not happy with the decision that has been made.

What to do if you are not happy

If you are not happy with the results of our investigation, you can send your complaint to the Head of Service, or Director of the department concerned. He or she will do the following.

• Send you an acknowledgement of your complaint within five working days of receiving it.
• Look into your complaint and send a reply within 10 more working days. If the head of service or director's investigation will take longer than 10 days, he or she will explain why.
• Act as your point of contact with us.
• Tell you your rights if you are still not happy with the response you have received.    

Local Government Ombudsman

Still not satisfied?

If you are still not satisfied with our response, you can ask the Local Government Ombudsman (LGO) to look into your complaint.  The ombudsman is an independent person appointed to review the actions of district and county councils.

Although you can contact the ombudsman's office at any stage, they will not normally take up your case until you have been through our procedure first.

Leaflets about the ombudsman service are available in our offices or you can contact the ombudsman as detailed below:-

• Call the LGO advice team on 0300 061 0614.
• Go to their website at www.lgo.org.uk
• email - advice@log.org.uk
• Fax 024 7682 0001
• Text "call back" on 0762 480 4299
• Write to the Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH

Date Updated: 07/07/10