The Three-Stage Complaint Process

• First Stage – on the spot problem solving
  
• Second Stage – full investigation
  
• Third Stage - review 

To make a complaint please use this form

For full details check out our Customer Services Procedure. 

First Stage

We aim to settle all areas of dissatisfaction quickly and smoothly, recognising that it is preferable to resolve complaints where they arise.  The customer is asked initially to make their complaint to the person dealing with the query or their supervisor.  Many issues can be resolved on the spot with an explanation, action or apology.  All matters will be logged to ensure performance can be reviewed.  However if the complaint cannot be resolved at this stage, or the customer feels that more important issues are involved, it will progress to the second stage.

Second Stage

The complaint is handled by the relevant Directorate’s complaint co-ordinator who ensures it is fully investigated and a written response is provided.  We aim to acknowledge formal stage two complaints in writing within three working days and investigate and respond in full within 15 working days.  Should the customer remain dissatisfied after this investigation, their complaint will progress to the third stage.

Third Stage

This involves removing the complaint from the particular Directorate where it is reviewed by the Customer Services Manager on behalf of the Chief Executive.  The customer will receive a letter explaining the outcome, which should take no longer than 15 working days.  Should the customer still remain dissatisfied, they can ask the Ombudsman to look into their complaint.  We advise the customer how to make their complaint to the Ombudsman, and send them the Ombudsman’s leaflet  ‘Complaint about the Council?’

In the event of a complaint involving more than one Directorate, the Customer Services Manager will appoint a Lead Officer to ensure that all elements of the complaint are addressed.

Whilst every effort is made to deal with the matter within the stated timescales, this may not be possible in all cases.  If more time is needed at any of the above stages, the customer will be kept informed of any delay.

Not all matters can be handled under this procedure.  In these cases the customer will be signposted accordingly and any queries should be referred to the Customer Services Manager at customer.services@sunderland.gov.uk

The Ombudsman

The Local Government Ombudsman has a statutory responsibility for investigating complaints of maladministration about local Councils.  The Ombudsman will usually only consider a complaint after it has been through the Council’s complaints procedure and the customer remains unhappy.

For more details on the Ombudsman contact www.lgo.org.uk, e-mail: advice@lgo.org.uk,
telephone:  0845 602 1983 or text: 0762 480 4323.

To make a complaint please use this form

To learn more about complaints refer to frequently asked questions

last updated 01/04/08