Complaints

Great Yarmouth Borough Council is committed to providing the efficient and effective delivery of first class services to all its customers. We aim to deliver services in an inclusive and fair manner, without discrimination, prejudice or bias.

We aim to deliver these customer care standards (584Kb) along with other care standards that we are legally obliged to follow whenever and however you contact us. We aim to ensure that when we are working in partnership, our service is delivered to the same high standards

Something to tell us?

It could be about our services or the way you have been treated …...

We aim to provide you with excellent services, but we know there is always room for improvement and that sometimes we get it wrong.

Our Comments & Complaints Procedure is there to help us improve our services, to put things right or even to tell us that we have done something well. So please tell us what you think!

Comments

We welcome your comments whether they are positive or negative, whether they are about a specific service or the way we have treated you. Within five working days of receiving your comment we will let you know who is dealing with it.

Complaints

In the first instance if you feel we have not come up to your expectations, please let us know.

If you speak to one of our staff, they will try and deal with the matter there and then. If they cannot, or if you have written to us, we will contact you within five working days, either for more information, to report on progress or give you an explanation. We will do our best to resolve the matter within twenty working days.

Our service managers deal with complaints. If you are unhappy with their decision we will refer the matter to one of our directors, or ultimately to the Chief Executive Officer.

Comments and Complaints form (368Kb)
Comments and Complaints Monitoring Form (27Kb)

Or Write or email us at the address to the right

Local Government Ombudsman

If you are not happy with our response you may wish to contact the Local Government Ombudsman who investigates complaints of maladministration against local authorities.

You can contact the LGO Advice Team at:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Tel: 0300 061 0614 or 0845 602 1983 (Mon-Fri 8.30 am – 5.00 pm)

Text: ‘call back’ to 0762 480 4299

Email: advice@lgo.org.uk

More information on the Ombudsman is available on the Ombudsman Advice line on 0845 602 1983 or at their website www.lgo.org.uk