'How was it for you?' has a maximum of three stages for dealing with a complaint.

Stage 1

Complaint will be dealt with by front line staff or manager of the service

Once you have made your complaint you can expect a full response within 10 working days. If we aren't able to deal with your complaint in full within this time we will contact you to advise you of the delay and to let you know when you can expect a full response.

Stage 2

Complaint will be reviewed by an appropriate senior manager.

If you are not happy with the outcome from stage 1, contact the customer feedback co-ordinator. They will arrange a review of your complaint. This review and response will not be by the same person who dealt with your complaint at stage 1. Again you can expect a full response within 10 working days or we will contact you to advise you of the delay and to let you know when you can expect a full response. 

Stage 3

Complaint will be reviewed by the Director or a member of staff independent of the service acting on the Director's behalf.

If you are not happy with the outcome from stage 2, contact the customer feedback co-ordinator. Our final review and response will be undertaken by the Director or a member of staff acting on the Director's  behalf. As for the previous stages you can expect a full response within 10 working days or we will contact you to advise of the delay and to let you know when you can expect a full response.

If the stage 3 review doesn't resolve your complaint and you want to take it further you will need to take it to the Local Government Ombudsman.

If after any stage you don't get back to us within four weeks of our response to you we will consider that you have been satisfied with the response you have received.

As part of our ongoing improvement activities we will write each quarter to randomly selected customers who have made a complaint and ask them how well they think we handled their complaint and whether they have any suggestions on how we could improve our complaints process.

Where else can you get help?

You may wish to ask for help at any stage from friends or relatives, your local councillor or MP.

The Citizens' Advice Bureau have staff who can help you make the complaint. Visit the Citizens' Advice Bureau website for more information.

Getting your complaint assessed by an independent body

You may be able to complain to the Local Government Ombudsman, an independent organisation which looks at complaints about councils and some other authorities and organisations. It's a free service but you must have complained to the council and progressed through each of the council's three complaint stages before the Ombudsman will usually investigate. More information about the Ombudsman can be found on their website.

Please ring York Customer Centre on (01904) 551550 for information about the council's complaint procedures or if you are unsure who you should contact about your complaint.