The key to getting problems resolved as swiftly as possible is to make one�s complaint effectively.
Why are you dissatisfied? Do you have a genuine grievance? Complain as soon as possible, asking for prompt action. If your complaint isn�t satisfactorily dealt with, repeat it in a letter to someone higher up. This letter should be sent by recorded delivery. Make sure that you include your full name, postal address and daytime telephone number in your letter. At the beginning of the letter state the incident giving rise to the grievance. Briefly explain the problem and describe what action you wish to see taken. Say that you require a response within seven days. don�t write an aggressive letter as this may produce a negative response! Keep your letter brief and to the point, state your grievance clearly and use moderate language. If you receive no response after fourteen days take the matter to a higher authority.
Before you complain
Be clear in your mind why you are dissatisfied. Was it the way you were treated? A wrong decision? What exactly went wrong?
Be clear in your own mind what you want to happen as a result of making a complaint. Do you want an apology? Do you want a different decision? Do you want the proper service that should have been provided in the first place? You should mention this to the organisation you are complaining to and ask for prompt action.
Who to complain to
This will be different depending on what type of organisation you are complaining to and the scale of your complaint. The following four stages listed here are a general guideline.
For more specific complaint procedures see our Information Section in How to 2 where you can find the specific steps for each organisation (section forthcoming);
Generally you should attempt to resolve your complaint directly with the parties involved: i.e. complain to the Site owners (Mr Joe Smith of Redlands Farm) and the operators of the business (Midland�s Skydiving).
You should contact the relevant senior management.
It may be necessary to communicate with them several times before going further.
Most responsible/good organizations will have internal complaints procedures and complaints are often resolved using these. If this is not available you should consider the third stage of complaint. It is worth mentioning that you are considering or have decided to take your complaint to the relevant authorities, sometimes this may provoke more serious consideration of a complaint
You should contact the relevant authority or overseer who will be able to give advice on how to exacerbate your complaint if you are still not satisfied. Ask the institution which is the relevant independent ombudsman or adjudicator to whom you can take your complaint. Alternatively you can contact your local Citizens Advice Bureau who will be able to help and give you advice on who you should contact next. The LGO Ombudsman may take complaints up for you.
Finally, if all else has failed then court or arbitration services maybe the final choice.
What to Remember
Various valuable hints which should help you to get the result you are looking for:
Keep a record of events. If you speak to someone on the phone make a note of who you speak to, when and what was said. If you use 'snail mail' then keep a copy of your letter and any replies you receive.
Keep the evidence. Retain all letters and e-mails that you may have purchased/received. If you are asked to present these at any stage then present copies and keep the originals yourself.
Stay Calm. If you have confronted someone directly then don't let the emotion of the moment get to you. If you are clearly not getting an adequate response then simply take the next step in the procedure as advised above. Don't be shy to use a bit of humour.
Write clearly and concisely. Be polite and courteous but don't be afraid to convey the detail of any incident and to articulate your disappointment. Be clear about what you think would resolve your complaint.
Don't give up. Organizations welcome complaints but most certainly praise too!
Complaints procedures for Council Services
General - Local councils publish leaflets on their complaints procedures which are available on request (in different languages, Braille etc.). The general complaint processes are the same.
Stage 1 - Local Resolution (i): The first step should be to complain to the department that provides the service therefore contact your local office or service manager. Your local council's website will include an index to help find the manager responsible for individual services. Otherwise you can phone the council to find the relevant contact. Mistakes or misunderstandings are often sorted out informally at this stage. You can search for your council here.
Stage 2 - Local Resolution (ii): If you are unhappy with the outcome of Step 1 you can take the matter further by contacting the Council's customer service officer or Chief Executive. The complaint will become formalised and you should have a response within 10 working days or an explanation if this is not the case. If you remain unhappy you have a right of appeal to the Chief Executive following which a full review of your case will be carried out (usually within 15 days).
Complain to Wiltshire County Council online
Stage 3 - Authorities: If you have given the Council a reasonable opportunity to deal with your complaint and it has not been dealt with satisfactorily (for example, your case has not been dealt within the time constraints published, you were unfairly treated, you are not satisfied with the action taken etc.) then you can pursue your complaint with the relevant Ombudsman, which provides an independent national services that investigate complaints against councils. The LGOs Ombudsman review the Council's handling of your complaint. It will be passed back to the Council unless Stages 1 & 2 have been completed or if the council has not been given an opportunity to deal with your complaint. If your complaint is about a councillor, you can contact the Standards Board for England. It is independent from Central Government and its role is to promote and maintain high standards of conduct by Councillors.
You can complain to LGO Ombudsman online
Stage 4 - Court: Failing all else you can still go to court to resolve your dispute. You can also contact the Community Legal Service (http:www.justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organize free legal representation for you.
General Tips
Try to make sure your letter is sent to the right person or department
Try and keep your letter short
Be polite as sarcasm or rudeness will not help your cause!
Say what you want for your complaint to be resolved
Give a reasonable timetable for action to be taken before you will consider other options
Keep a copy of letters you write
Complaints procedures for your MP and Parliament
General Comment- MPs can help you with your complaint if it involves central government or parliament and you can ask your MP to refer your complaint to the Parliamentary Ombudsman. They are not there to help with local authority issues or with private disputes. Although many MPs will help with these issues, you will be far more effective making your complaint directly to the organisation responsible (local authority for example). If you want to air your views on policy why not use our Open Forum facility to post a message or opinion for others to see and respond to.
Stage 1 - Local Resolution 1: If you have a complaint about government that you wish to be considered for referral to the Parliamentary Ombudsman then you should first contact your local MP. If you have a complaint about parliament you should go to your MP (please note that MPs can only represent their own constituents). If you have a complaint about the conduct of your MP you should also contact your local MP. Include your name and contact details in all correspondence with your MP. You will find a direct contact to your MP via this link. Issues about local or national services should be directed to the relevant department of your County Council or central Government NOT to your MP. If your initial approaches are not met with an adequate response then continue to stage 3.
Stage 2 - Local Resolution 2: Not applicable, see stage 3
Stage 3 - Authorities: If your unresolved complaint is about your County Council you should then complain to you Local Government Ombudsman. If you are complaining about your MP, you can send your complaint to the Parliamentary Commissioner for Standards. The PC will ask the MP concerned for a response and will begin preliminary investigations. If the allegations are substantiated, the Commissioner will report to the Committee on Standards and Privileges. A report will be made to the House on action required. This process will occur only if the MP has breached the code of conduct. Consult the information sources below to establish if this is the case. If this process is not completed to your satisfaction, continue to stage 3.
Stage 4 - Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organize free legal representation for you.
Links to Information
How To 2 (Next)
Copyright, 2003. Swindon Plane Campaign.