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Customer Feedback

We are listening

Comments and Complaints

Our aim is make Teignbridge a better place to be for all our residents and visitors by:-

  • Meeting the needs of the local community
  • Caring for the environment
  • Promoting a healthy economy

But occasionally mistakes do happen. Here we set out the various steps of our Comments and Complaints procedure. We ask you to follow the step by step guide so that we can deal with your complaint fairly and efficiently. Our definition of a complaint is

"An expression of dissatisfaction, however it is made, about the standard of service, action or lack of action by the Council or its staff affecting an individual, group or an organisation".

If you have any comment or complaint about Teignbridge District Council services:-

If you are unable to use the online form, you can call us on 01626 361101 and our Customer Services advisors will respond to your enquiry or put you through to the right department

Your comments or complaint will be passed to the relevant department manager as quickly as possible. They are responsible for taking the appropriate action. If you are making a complaint, we will keep your identity confidential where possible. If you are not satisfied with our services, please say what went wrong and what you think we should do about it. We will try to sort out any problems quickly. If we can't deal with them straight away, we will let you know what is going on including reasons for any delay. You can expect to receive a full reply within 20 working days.

If you then tell us you are not satisfied with the outcome

We will refer your complaint to the member of the Corporate Leadership Team responsible for the service involved. They will give the matter further consideration and make a final decision.

If, following investigation by the Team, you are still not satisfied, you have the right to complain to the Local Government Ombudsman.

As part of our complaints procedure you will be asked to complete an equalities monitoring form. We hope you will choose to complete and return the form as this information will help us to establish whether there has been any unfair discrimination in the way we deliver our services to you.

Compliments

If you have had a good service we would also like to hear about it. A compliment can be about a service or a staff member. Compliments are given to the service or member of staff concerned and reported to senior management and councillors.