Do you have a complaint against the County Council?

Lancashire County Council is a large organisation which affects the lives of every citizen in the County and this leaflet has been prepared to tell you what to do if you have a complaint to make.

As part of its Customer Care Policy the County Council has a Complaints Procedure to deal with complaints made by members of the public against it. The aim of the Procedure is to ensure each complaint is properly investigated and, wherever possible, resolved to the complainant's satisfaction.

What is a Complaint?

A complaint will be investigated if it is one of the following:

1. An expression of dissatisfaction about the standard of service.
2. Action or lack of action by the County Council affecting an individual or group.
3. An allegation that the County Council has failed to observe proper procedures.
4. An allegation that there has been an unacceptable delay in dealing with a matter or about the way in which an individual has been treated by an Officer.

How do you make a Complaint?

A complaint can be made in person, by telephone or by writing to the appropriate Directorate HQ in Preston or to a local office eg a County Information Centre. The relevant telephone numbers can be found below. A complete list of addresses and telephone numbers can be found in the full Complaints Procedure. When ringing please ask for the Complaints Officer. The form attached to this leaflet can also be used to lodge a complaint.

How are Complaints Investigated?

The Complaints Procedure has been divided into three clear stages:

1. Investigation by the Service Directorate.
2. Investigation by the Head of Member Services.
3. Reference of the complaint to Members of the County Council.

The complaint will be followed through each stage until it is resolved. At Stage 3 it will be determined by the Members on the basis of the written representations that have been received.

Who are the County Council Complaints Officers?

Each main County Council Office or Directorate and each Area Office will have a Complaints Officer. The Complaints Officer will ensure that the Complaints Procedure is followed and deal with any member of the public who may have a complaint. At some of the very small offices, a Complaints Officer might not be appointed but a Senior Officer will always be available to deal with a complaint.

If you wish to complain about the Trading Standards Service, please contact

The Chief Trading Standards Officer
Tel: (01772) 533644
Email: jim.potts@lancashire.gov.uk

What do you do if the County Council cannot settle your Complaint?

You will have the right to refer a complaint to the Local Government Ombudsman and any County Council Complaints Officer will be happy to advise you on how to do that. The Ombusdman will want you to have had your complaint investigated by the County Council's own procedures before he or she will look into it.

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Lancashire County Council Trading Standards, 58-60 Guildhall Street, Preston, Lancashire PR1 3NU.
Telephone: 0845 600 1352 or (01772) 533573   Fax: (01772) 533591   Electronic Mail: feedback@lancashire.gov.uk

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