A-Z

Complaints Policy

 

Aim of the Policy

Tameside Council is a responsive and modern Council, and as such welcomes complaints. It aims to handle complaints quickly, effectively and in a fair and honest way.
 

What is Covered by this Policy

 

The Definition of a Complaint

A complaint is...

"An expression of dissatisfaction about the council's action or lack of action or about the standard of a service, whether the action taken or the service was provided by the council itself or a body acting on behalf of the council".

A complaint is not...

An initial request for a service to be delivered.

 

Who Can Make a Complaint

Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about the council.

 

How a Complaint Can be Made

A complaint can be made in the following ways:

Postal Address Complaints (Freepost), Tameside MBC, Council Offices, Dukinfield Town Hall, King Street, Dukinfield, Tameside, SK16 4LA

Telephone Number 0161 342 8355
Fax Number 0161 342 2836

In Person At any Customer Services Centre or Library (In Touch) Centre

 

The Complaints Process

A manager or their delegate in the service area concerned deals with complaints. An acknowledgement should be made within 5 working days, with a full response to be made within 20 working days.

 

Confidentiality

All complaints are treated with confidentiality in mind. Only officers dealing with complaints in each service area will be aware that a complaint has been received and is being dealt with. Anonymous requests will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.

 

Aggressive or Obsessive Complaints

The council wants to deal fairly and honestly with complainants and ensure that other service users, officers or the council as a whole do not suffer detriment from persons making vexatious complaints. The Borough Solicitor will write to vexatious complainants to inform them that their behaviour is considered to be unacceptable.

 

Complaints About Contractors and Trusts

The Council recognises complaints regarding the Council’s contractors, and any organisation contracted to work for the Council, and will seek to resolve such complaints. These complaints are useful to guide learning in future service delivery and contractual arrangements, and feedback on performance is given to contractors on a regular basis. The Council will forward complaints received in respect of other organisations including Utility Companies, Primary Care Trusts and New Charter Housing Trust to the appropriate bodies.

 

Equalities Statement

The Council aims to handle all complaints fairly and honestly regardless of who makes a complaint. The Council treats all members of the community equitably and will not show bias to any particular individual or group.

 

Matters that are Outside the Policy

The following matters are not included in this policy:

  • Complaints which are subject to legal proceedings
  • Adult Services statutory complaints
  • Children's Social Care statutory complaints
  • Greater Manchester Pension Fund statutory complaints