Our Commitment
Erewash Borough Council provides a wide range of different services for the community. With each one, we aim to be as efficient and effective as possible.
However there may be times when things don't work out as they should and so you want to make a complaint.
Please don't worry that if you make a complaint we will treat you unfavourably - this will not happen. You have the right to tell us if something is wrong. And we need to know.
There may also be times when you would like to make a comment about a service or pay us a compliment.
The more you tell us about your experience of our services, the easier it is for us to improve.
As you might expect, we have a procedure for dealing with comments compliments or complaints.
Please be assured that all comments compliments or complaints will be dealt with in confidence.
Full details of our handling procedures may be viewed in our Comments, Compliments, Complaints Procedure Policy.
Comments, Compliments, Complaints Procedure Policy (30 Kb)
You may also wish to view or download a copy of our guidance notes below:
Comments Compliments and Complaints…tell us what you think – Guidance Notes and Submission Form (130Kb)
And don't worry that if you make a complaint that we will treat you unfavourably -
this will not happen.
You have the right to tell us if something is wrong. And we need to know.
If you wish to make a complaint there are three stages to our procedure.
The Council has recently introduced a Policy for handling "Unreasonably Persistent" complaints [PDF 190KB]. This is based on best practice guidance from the Local Government Ombudsman's Office (Commission for Local Administration in England) and is aimed at addressing the minority of cases where people pursue their complaints in a way which can either impede the investigation of their complaint or can have significant resource issues for authorities. The Policy will enable us to be consistent and fair in identifying unreasonably persistent complaints and how we then respond if the need should arise
Further Information:
Data Protection Act
If you do not wish to make the complaint yourself, or if for any reason you are unable to make the complaint yourself, someone can do this on your behalf. Naturally, they will need your permission. As well as the form or letter explaining the complaint, they will need a signed authorisation from you.
The information you supply on the form or in the letter will be used for investigating your complaint and for statistical purposes only.