Comments and Complaints (Revenue Services)
Revenue Services is always keen to improve its Service, but we realise mistakes are sometimes made, which result in a complaint.
Complaints are not looked on as unwanted. In fact they give us a chance to see where we can improve our service to you.
WHAT IS A COMPLAINT?
Has Revenue Services:
- Failed to do what it said it would do?
- Failed to respond properly to a request?
- Failed to meet a laid down standard.
Has a member of Revenue Services staff dealt with you badly or in an unsatisfactory manner?
IF THE ANSWER TO ANY OF THE ABOVE QUESTIONS IS YES, YOU PROBABLY HAVE A COMPLAINT TO MAKE AGAINST REVENUE SERVICES.
HOW TO COMPLAIN
If a complaints system is to be effective, it is important that the public are made aware of how to complain and to whom.
If you wish to complain, you can:
- Ring the Complaints Officer (Mr. R Livingstone on 582211).
- Write us a letter.
- Fill in the Online Complaints Form
- Request and complete a standard Complaints Form.
- Call in at Lancaster Town Hall.
We will try to reply to all complaints within 5 working days. The Complaints Officer may contact you afterwards to ensure you are satisfied.
In some cases complaints may take longer to sort out. The Complaints Officer will contact you within 5 working days, explaining the reason for the delay and indicating when the complaint will be sorted out.
If you are not satisfied with the action taken on your complaint then you can contact the Council’s Complaint’s Monitoring Officer, who will arrange a full independent investigation and will try to reply to you within two weeks.
This can be done either in writing to:
Town Hall
Dalton Square
Lancaster
LA1 1PJ
or by telephoning (01524) 582017
You may also at any time refer the matter to your local Councillor, who will be happy to take up your complaint with us. A list of Councillors’ names, addresses and telephone numbers is shown in the A-Z of Lancaster City Council Services.
Finally if you are still not happy with the answer, you can refer your complaint to the Local Government Ombudsman. You can contact the Ombudsman at any stage, but he/she will want to be sure that you have gone through the system set out by your local council.
Ombudsman Address:
The Oaks
Westwood Way
Westwood Business Park
COVENTRY
CV4 8JB
"WE CARE, WE LISTEN AND WE AIM TO PLEASE"
FINALLY… REMEMBER - WE ARE HERE TO HELP…. AND IF YOU ARE STILL NOT HAPPY
PLEASE TELL US!