COMPLAINTS AGAINST THE SERVICE - 2007-2008

During 2007/8 there were four formal complaints made by consumers against the Service. One complaint was from a consumer who was unhappy with the advice she had been given by an officer from the Service, two complaints were received regarding issues that had been dealt with by Consumer Direct, and the final complaint concerned access to our Service by telephone.

All the complaints were investigated by senior managers within the Service under our corporate complaints procedure. The consumer who was unhappy with the advice that she had been given was informed that she had, in fact been given the correct legal advice. This consumer decided not to take the matter to stage two of the complaints procedure. The two complaints concerning Consumer Direct issues were investigated and the consumers were invited to pursue their concerns directly with them. Again, neither consumer wished to escalate their complaint to stage two. The final complaint concerning telephone access to the Service was investigated and as a result, the greeting message when customers contact the Service by telephone has been altered.

Informal complaints have also been received by the Service during 2007/8. Some were in relation to not being kept up to date on progress of their complaint or the time taken to investigate their complaint. These issues have been dealt with by speaking to the members of staff concerned and reminding them of the requirement to ensure that consumers are kept regularly updated. Other complaints were received concerning having to use a touch tone telephone to access our Service, a consumer not happy with the advice that they had been given, and a complaint concerning a member of the Approved Trader Scheme. All these issues were resolved by a member of senior management speaking to the officers and consumers concerned.

Reminders concerning updating consumers on progress of their complaints have been given at staff meetings and through the line management structure.

We have received 37 written compliments about the our Service

London Boroughs of Brent and Harrow, Trading Standards Service,
Quality House, 249 Willesden Lane, London, NW2 5JH
Telephone: (020) 8937 5555    (Answerphone Out of Normal Hours): (020) 8937 5555   
Fax: (020) 8937 5544   
Minicom: (020) 8937 5525   
Internet World Wide Web http://www.tradingstandards.gov.uk/brent&harrow/
Electronic Mail: trading.standards@brent.gov.uk
Copyright © Brent and Harrow Trading Standards Service - April 2008