Your feedback is really important to us, so if we have done a good job, or you think there are areas where we could do better, please let us know.
We review all feedback and use this to improve the services we offer, whether that's sharing good practice more widely or making sure we don't make the same mistakes again.
If you want to give us some feedback tell us online: Tell us how we are doing. Thank you.
Making a complaint
We are committed to treating all our customers with fairness and respect, and take all feedback seriously. We use your feedback to learn from your experiences, improve current services and inform how we will provide services in the future.
We will do all we can to make sure that our relationship with you is a positive one. In return we ask that you assist by:
- working cooperatively with the Council in seeking to resolve complaints
- treating our staff with respect when making complaints
- being honest and accurate with the information they provide
- supplying us with more information if we ask for it.
You can complain about:
- a service provided by the Council directly or by a contractor or partner working on behalf of the Council, providing it is not covered by other complaints or appeal procedures such as those for complaints about School Admissions or Penalty Charge Notices, etc.
- actions being proposed or which have been carried out or a decision that has been made by the Council providing these are not covered by other complaints or appeal procedures such as planning appeals procedures.
- Children looked after by Calderdale Council
When we receive your complaint we will:
- acknowledge this within 2 working days of receipt
- identify an appropriate manager to act as the investigating officer who will look into the complaint and provide you with an appropriate response
- if more time is needed the investigating manager will contact you to discuss this and agree a date for responding
- take steps to ensure that learning takes place that will reduce or eliminate the chances of complaints being repeated
- record the details of the complaint on the complaints database so that significant patterns or trends can be identified which can be used to improve existing services or inform service developments.
Anyone who has a complaint must give the Council the opportunity to address this first using the Council’s Complaints Procedure.
If we are unable to resolve your complaint to your satisfaction you have the right to approach the Local Government Ombudsman.
You can contact the Local Government Ombudsman on 0300 061 0614 or via their website: Local Government Ombudsman - How to complain|. The Local Government Ombudsman can decide to carry out its own investigation into a complaint, however they also have the discretion to decide not to investigate a complaint further.
Annual complaints reports
Reports are presented annually for Members to consider any areas where the Council can improve performance, using learning from complaints received in the previous year;
- Report to Adult Health and Social Care Scrutiny
- Report to Children and Young People's Scrutiny
- Report to Use of Resources Scrutiny
- Report to Governance and Business Committee (5 September)
The local government ombudsman also prepares an annual report on the number and types of complaints they have dealt with in the previous year. These reports can be found on their website Welcome to the Local Government Ombudsmen|
For general enquiries or if these pages do not tell you what you want to know about making complaints, or giving compliments and suggestions, please get in touch.
Chat online now with one of our dedicated customer care advisers and receive assistance with your query straight away.
- 01422 288001.