What is the complaints procedure?
At the moment, you can complain in a number of different ways - face to face, by letter or email and via this website.
The single complaints hotline, 0161 909 6540, will make it much easier for you to tell us when we get things wrong.
When you contact us your call will be logged centrally and the information will then be sent to the right department. The appropriate complaints officers will deal with the complaint as before.
Complaints procedure
Customers register complaint, comment or compliment, by:
- Phone
- In writing
- Online form
- By a member of staff completing an intranet form on the customer's behalf
Step one
Details logged and forwarded to directorate complaints officer. Where a member of staff registers a complaint, if possible, the service element is also dealt with.
Step two
Complaints officer categories using definitions and allocates to self or other appropriate person for action, responding to the customer where necessary within three working days.
Step three
All complaints will be resolved within ten working days.
Step four
You may wish to appeal.
Step five
The complaints officer takes the most appropriate course of action.
Appeal
If you are dissatisfied with the results of the investigation, you can write to the directorate complaints officer and request for the matter to be considered by a review committee of elected members. You need to do this within 28 calendar days of getting our response to your complaint, stating the grounds of your appeal.
Compensation
It may, in some cases, be appropriate to award compensation in order to settle a matter satisfactorily. In agreeing the amount of compensation guidance from the Local Government Ombudsman on compensation will be followed.
Other actions you may wish to take
If we fail to resolve your complaints, there are other options available to you. You can contact:
- your local councillor - a list of city councillors and their wards is available
- your constituency MP - a list of Salford's Members of Parliament is available
- the Local Government Ombudsman
The Local Government Ombudsman website will provide you with detailed information on their role when investigating complaints about councils. You can download information which explains the ombudsman's role in the complaints process.
This page was last updated on 2 May 2012
