Cheshire West & Chester Council
Cheshire West and Chester Council is committed to providing high quality and accessible services, and operates a "Comments, Compliments and Complaints" scheme which sets out our policy and procedures for dealing with all sorts of customer feedback.
Examples of single service failures are:
These service failures should not be logged as complaints but responded to by the Council as service requests.
If you wish to contact the Council regarding any of the above issues the Solutions Team recommends that you contact each specific service area direct.
An expression of dissatisfaction about a council service (whether that service is provided by the council or by a contractor or partner) that requires a response. There is no difference between a "formal" and an "informal" complaint. Both are expressions of dissatisfaction that require a response.
Sometimes members of the public may complain without describing their communications as a complaint. It is important that these are not overlooked.
Complaints about social care provided by either the Children and Young People or Adult Social Care and Health Directorates will be dealt with under a separate, statutory procedure.
Schools have a separate complaint procedure and complaints should be sent to the Head Teacher or schools governing body.
We aim to improve continuously the quality of our services for our residents and are committed to giving an equal service to all members of the public regardless of their age, colour, culture, disability, economic status, ethnic origin, gender, race, marital status, religious or sexual orientation.
We have arrangements in place to help people who may have difficulty accessing our services. We can help with translation, interpretation and provide information in a variety of formats such as large print, Braille, audio cassette and computer disk.
For more information about access or equality contact our Access Officer.
When we get things wrong, we will handle your complaints quickly and efficiently. We will not only try to put things right - we will also learn from the experience. We will use this feedback to make continual improvements to our services.
Dealing with your complaint
If you remain dissatisfied after your complaint has been dealt with you may wish to contact the Local Government Ombudsman.
You can complain at any time to the Local Government Ombudsman, who is independent of the Council and can investigate on your behalf.
You can contact the Local Government Ombudsman Advice Team on 0300 061 0614.
If you think we have done something well ... please tell us.
If you think we could do something in a different way or better ... please tell us.
To make a comment, compliment or complaint using our online form select one of the following options.
I would like to...
enter a comment
enter a compliment
make a complaint
To contact us by letter or telephone:
Cheshire West and Chester Council
58 Nicholas Street
Telephone 0300 123 8 123
Cheshire West & Chester Council, HQ, Nicholas Street, Chester, CH1 2NP