Flintshire County Council Complaints Procedure

Compliments, Comments and Complaints from our customers helps us to improve our services now and in the future.

Compliments and Comments are recorded on a database and details are passed to the appropriate Directorate for information. All Compliments and Comments are acknowledged, this may include a ‘thank you’ if appropriate.

Complaints Procedure:

The Council has adopted a two step process for dealing with complaints.

Step 1 asks that the complainant contacts the service area in the first instance. The aim here is to resolve the issue. Complaints will be recorded on a central database and if it is not possible to resolve the matter immediately it will be acknowledged within 5 working days. The service area will aim to respond to the complainant within 10 working days from receipt of the complaint.

Step 2 asks that where a complainant is not satisfied with the response they receive from the service area, they contact the Customer Services
Team who will ensure that their complaint is considered by a senior officer within the service area or the Corporate Complaints Officer. A response will be sent within 20 working days.Compliments, Comments and Complaints from our customers helps us to improve our services now and in the future.

Compliments and Comments are recorded on a database and details are passed to the appropriate Directorate for information. All Compliments and Comments are acknowledged, this may include a ‘thank you’ if appropriate.

Complaints Procedure:

The Council has adopted a two step process for dealing with complaints.

Step 1 asks that the complainant contacts the service area in the first instance. The aim here is to resolve the issue. Complaints will be recorded on a central database and if it is not possible to resolve the matter immediately it will be acknowledged within 5 working days. The service area will aim to respond to the complainant within 10 working days from receipt of the complaint.

Step 2 asks that where a complainant is not satisfied with the response they receive from the service area, they contact the Customer Services
Team who will ensure that their complaint is considered by a senior officer within the service area or the Corporate Complaints Officer. A response will be sent within 20 working days.