These complaints should be directed to the organisation concerned, such as Suffolk County Council. : Requires improvement – the service isn't performing as well as it should and we have told the service how it must improve. For schools maintained by Suffolk County Council the complaint should be made in writing to Complaints will be reviewed every six months by the Senior Leadership Team (SLT) to establish if Suffolk Libraries need to make any changes to its policies or procedures to prevent repeat occurrences. The only occasions where Suffolk County Council would become involved is in respect of schools maintained by SCC where the complaint is about the Chair of Governors, or the complainant believes that the school has not properly followed its complaints procedure or has not acted fairly or reasonably in responding to the complaint. Call the Mid Suffolk District Council complaints line on 0300 1234000. In the interests of openness and the desire to seek continuous improvement, the Council encourages anyone who feels dissatisfied with the service provided to bring this to the attention of the Council. It is important that our Complaints Procedure is fair and easy to use for all sections of the community. Suffolk User Forum (SUF) is a Registered Company Number 06946785 and a Registered Charity Number 1133457. Introduction. SCOPE OF THE COMPLAINTS PROCEDURE 1 Definition of a Complaint Suffolk County Council's definition of a complaint is: 1.1 "An expression of dissatisfaction about the standard of service, actions, or lack of actions by the County Council, its staff or anyone operating on behalf of the County Council". It is funded jointly by the Ipswich; East Suffolk Clinical Commissioning Group, West Suffolk Clinical Commissioning Group and Suffolk County Council through the Suffolk … Please note that the Monitoring Officer can only deal with complaints about the behaviour of a councillor covered by the code of conduct. More information about the complaint process and our customer service standards. We received 46 complaints. Preston St Mary Parish Council Complaints Procedure Preston St Mary Parish/Town Council strives to provide a high standard of service to the public. Introduction. Suffolk County Community College is a National Council for State Authorization Reciprocity Agreements (SARA) … endobj Flowchart of procedure for handling concerns and complaints: STEP 1: member (individual Resolved Written complaint to Chair Independent Review communication during and procedure, with see Informal –see page 2 Discussion or meeting with Class Teacher or Head of College No further action STEP 2: Informal – page 3 Meeting with nominated staff Complaints Policy The Complaints … Needs, or school re-organisation proposals should be raised with Suffolk County Council Your Council’s complaints procedure and handling of complaints Nationally 28.2% of all complaints to me are referred back to councils. by Suffolk County Council the complaint should be made in writing to the Assistant Director of Education and Learning (Endeavour House, 8 Russell Road, Ipswich, IP1 2BX), or in the case of Academy schools should be made in writing to the Academy Trust (contact details can be obtained from the school). customer.service@suffolk.gov.uk Website https://www.suffolk.gov.uk/about/give-feedback-or-make-a-complaint/ Social Media Like us on Facebook Follow us on Twitter Address Suffolk County Council Endeavour House Russell Road Suffolk Postcode IP1 2BX Where to go Area served All Suffolk Days & Times Monday to Friday, 8.30am to 6pm Other details Age Groups Adults Notes Tweet Suffolk County Council Comments. This complaints procedure is not limited to parents or carers of children that are registered at the school. The information you provide enables us to identify mistakes and ensure that they do not happen again. Suffolk County Council School Complaints Procedure How to raise a concern about a school or your child’s education Schools are required under the Education Act 2002 to have a procedure for dealing with complaints relating to the school. In the interests of openness and the desire to seek continuous improvement, the Council encourages anyone who feels dissatisfied with the service provided to bring this to the attention of the Council. We are committed to providing excellent customer service first time, every time … <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.44 841.68] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> %PDF-1.7 Proceed to the complaint and feedback form. Please enter a mobile number to send details of Give feedback or make a complaint, Suffolk County Council to Send SMS. Proceed to the complaint and feedback form. Councillors are covered by a Code of Conduct. <> Intake personnel verify the licensing status of contractors and supply callers with information about open complaints. How to make a Complaint to Suffolk County Council Suffolk County Council have a complaints line on 0345 606 6067 at which you can create your initial complaint. You can make an complaint and give feedback online about any Suffolk County Council Service. Suffolk County Council Font Size: A- A A+ Page Colour: A Follow us: Cart Sign in Home; 311; Food Safety Complaint; Food Safety Complaint. Suffolk County Council (SCC) would like to store and use your personal data to: 1. enable us to carry out investigations into your complaint 2. provide a response and agree appropriate actions 3. learn from the experience to inform change in policy and/or process The first step in the process is Intake. The Commission always encourages early and ongoing settlement efforts, which benefits both parties. How to make a Complaint to Mid Suffolk District Council. West Suffolk Council Civil Parking Enforcement Procedures is the overarching document containing the processes and guidelines for Civil Parking Enforcement (CPE) within Suffolk. If you suspect that a food is contaminated or has made you or someone that you know sick, use this form to report it. Documents published on this page may not be suitable for users of assistive technology. The Council’s 7 … 11 complaints were escalated to a review. : Good – the service is performing well and meeting our expectations. CPE was introduced in West Suffolk, Babergh District Council, Mid Suffolk District Councils in April 2020. If you’re unhappy with the way the council are dealing with your complaint, you can contact the Local Government and Social Care Ombudsman (LGSCO). They may also be made ... proposals should be raised with Suffolk County Council. Request an accessible format. The council's arrangements for dealing with complaints about councillors are available here: Arrangements for dealing with complaints about a councillor's conduct (PDF 186KB) Policies and procedures. The Council views the use of this procedure as an efficient way of dealing with contact from the public about the Council’s procedures or administration and as a means of preserving the good reputation of the Council through a transparent process. %���� A structured procedure is in place to manage your problem and keep you informed on a regular basis, and also several other contact methods have been displayed on the website from the’Contact Us’ section. Preston St Mary Parish Council Complaints Procedure Preston St Mary Parish/Town Council strives to provide a high standard of service to the public. In 2020 the area of enforcement was expanded to take into Adopted by Mendlesham Parish Council 21.2.07 reviewed annually last 4.3.20 Mendlesham Parish Council Complaints Procedure This Policy sets out procedures for dealing with any complaints that anyone may have about Mendlesham Parish Council’s administration, procedures or employees. How to raise a concern or make a complaint A concern or complaint can be made in person, in writing or by telephone. A structured procedure is in place to manage your problem Suffolk County Council complaints contacts. We consider complaints about the administrative actions of councils and some other authorities. At present all schools in Suffolk have adopted the county council's model procedure. Email customerrights@suffolk.gov.uk or call 0345 266 1821. The councillor was in office at the time of the alleged breach of the relevant code of conduct. The Suffolk Local Code of Conduct applies to elected councillors and co-optees appointed to the county, borough, district, town and parish councils in Suffolk. Suffolk County Council have a complaints line on 0345 606 6067 at which you can create your initial complaint. 3 0 obj Disagreements with a council policy or rule of law; Complaints by an employee about a personnel matter (which are dealt with under the Council’s personnel procedures) Complaints about Local Government Pensions. Concerns or complaints specifically about the Chair of Governors A complaint about the conduct of the Chair of Governors of the school, and which has not been resolved at the informal stage, will need to be dealt with outside this policy. Suffolk County Council for the year ended 31 March 2008 The Local Government Ombudsman (LGO) provides a free, independent and impartial service. It is a complaint about a Councillor who must abide by either the Suffolk Local Code of Conduct or the code of conduct of a Parish/Town Council within Babergh or Mid Suffolk. Call Customer Services on 0345 606 6067 . endobj Note: You should go through all stages of the council's complaints process before contacting the Ombudsman. x���Ko�8���x����TQh�v��M7��P��u�DX[rey��;#ىb�i,Q�A�D��̓�!����L��$o�Nߗe����I��9=?#?ǣ���g�$$*RTJb%�ڒ"���"�xtz5M?2�H���xĠsH1��\iZr��n�]r����Mug�w��G߃ˉ6��''���x���@�Y���/%��M��Y���i�.&?������}����,���J���t��lge+)o��F+&"X�a*;�]\&]���s*�� ���DI�S����[�+|�H�U��$��ʙ�xٺx�-Nw�U���"��\P���q����:�(E�:@��fi(�)���x3@&}��_���@�:��2_N]�욺��I%j����ckD��F�#�����ov/b�}j֢�!&�b�����]2�@�~9�tN®�bܙ����{86��'`j1"��70��5�Z�#���Q�Y���mj�4{�˵f��b�@ŭn!�"��Q�7�O�ti�2������˔��m���xYW&������5ʻ� �;d3�:*���|m���M�7�c@kE4�^ �?�����4��#벣X关b��CM�ꊵ�j c��J�7 ZtF[U�\U�9ʳ������4���p�o(D��{g�xQv,�+��&a�. Making and recording complaints. Documents published on this page may not be suitable for users of assistive technology. Suffolk County Council School Complaints Procedure How to raise a concern about a school or your child’s education Schools are required under the Education Act 2002 to have a procedure for dealing with complaints relating to the school. The reason for these complaints were due to poor communication and time to complete a repair. Individuals who believe that they have been discriminated against may telephone, write, email, or come into our office and speak to an investigator about their situation. Student Complaint Information and Procedures - Distance (Online) Education Students Residing Outside New York State and Taking Distance Education Courses. Outstanding – the service is performing exceptionally well. Find out more about cookies. Request an accessible format. Every three months, we give a report to our senior managers and councillors about complaints received and actions taken to fix them. Request an accessible format. Suffolk County Council is committed to protecting your privacy and will treat your personal data in line with the General Data Protection Regulation (GDPR) and subsequent, revised UK data protection law. A structured procedure is in place to manage your problem and keep you informed on a regular basis, and also several other contact methods have been displayed on the website from the’Contact Us’ section. More information on how we handle complaints can be found in our complaints policy, complaints procedure and discretionary payments policy. Call Customer Services on . : Inadequate – the service is performing badly and we've taken enforcement action against the provider of the service. 4 0 obj Tweet. This note sets out the procedure to be followed upon receipt by the Monitoring Officer of a complaint under the Council’s Code of Conduct for Members or the Code of Conduct for a parish/town council within the Council’s administrative area. At present all schools in Suffolk have adopted the county council's model procedure. STANDARDS COMPLAINTS PROCEDURE NOTE 1. Suffolk County Council have a complaints line on 0345 606 6067 at which you can create your initial complaint. If you seek only compensation as the result of your complaint, you should take legal advice about making a claim against Cambridgeshire County Council. <>/Metadata 462 0 R/ViewerPreferences 463 0 R>> Use this comments section to discuss problems you have had with Suffolk County Council, or how they have handled your complaints. 2 0 obj Suffolk User Forum (SUF) is a Registered Company Number 06946785 and a Registered Charity Number 1133457. <> If you need to take matters further, the ‘Contact Us’ section of the website presents several clearly laid out options along with a description of the complaints procedure. Due to the current situation with Covid-19 (Coronavirus) we might have to delay or suspend some of our services. 1 0 obj The complaints procedure is not a way to obtain financial compensation per se. We will not usually respond to comments and complaints about these restrictions. These complaints should be directed to the organisation concerned, such as Suffolk County Council. To see our self-assessment against the Housing Ombudsman Complaints handling code click here. Matters likely to require a … October – December 2020. It is funded jointly by the Ipswich; East Suffolk Clinical Commissioning Group, West Suffolk Clinical Commissioning Group and Suffolk County Council through the Suffolk … An extensive intake interview is conducted to obtain all the pertinent facts, explain our process and advise the complainant of available options. endobj Complaints Policy The Complaints … 2. The Council views the use of this procedure as an efficient way of dealing with contact from the public about the Council’s procedures or administration and as a means of preserving the good reputation of the Council through a transparent process. stream There is a separate procedure for these (please see our website for more information). West Suffolk Council Corporate Complaints Policy; West Suffolk Council Customer Service standards 2. 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You can tell us about your complaint in a way that is convenient to you. How to make a complaint about the Council Enquiries or observations about the Council services can be made by e-mail to coneywestonpc@gmail.com Formal complaints must be submitted in writing to the Chairman at Coney Weston Parish Council, Lundy Cottage, Thetford Road, Coney Weston, Bury St Edmunds, IP31 1DN, or e-mail to coneywestonpc@gmail.com How to make complaint about Suffolk County Council services or share feedback to help us improve services. You can make an complaint and give feedback online about any Suffolk County Council Service. Complaints which will not be investigated under the complaints procedure Complaints about services provided by other councils (for example, street lighting, pot holes, schools). Visit Customer Services. Unacceptable, unreasonable customer behaviour policy (PDF 316KB) Children and Young People's Service - Complaints procedure (PDF 711KB) Suffolk InfoLink is not designed to perform the role of an online business directory and will not necessarily list organisations, branches or service points individually. We cannot question what a council has done simply because someone does not agree with it. Complaints which will not be investigated under the complaints procedure Complaints about services provided by other councils (for example, street lighting, pot holes, schools). Please see our COVID-19 webpage for information and updates on the council’s response to the virus. STANDARDS COMPLAINTS PROCEDURE NOTE 1. Complaints can be made to library staff, emailed to help@suffolklibraries.co.uk or by calling 01473 351249. However, the LGSCO would normally expect us to have looked into your complaint in the first instance. We use cookies to improve your experience. Consumer Complaints also monitors the proper disclosure of refund policies in response to complaints and investigates to ensure compliance with the county's Deceptive Trade Practices regulation. SCOPE OF THE COMPLAINTS PROCEDURE 1 Definition of a Complaint Suffolk County Council's definition of a complaint is: 1.1 "An expression of dissatisfaction about the standard of service, actions, or lack of actions by the County Council, its staff or anyone operating on behalf of the County Council". You can also download the complaints and feedback form (PDF, 248KB). You can also download the complaints and feedback form (PDF, 248KB). The County Council will not consider, or further consider complaints/representations under this policy and corporate complaints procedures where:- Complainants have stated either orally or in writing to the County Council that they are taking, or intend to take proceedings in any court or tribunal in regard to any issue connected with the complaint This note sets out the procedure to be followed upon receipt by the Monitoring Officer of a complaint under the Council’s Code of Conduct for Members or the Code of Conduct for a parish/town council within the Council’s administrative area.
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