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The Feedback / Complaints Process


All feedback will be responded to unless it is specifically requested that we do not.

Your Comments:

(A Comment is defined as a question, a suggestion or an observation regarding Council services, policies or procedures)

If you have any comments or suggestions, you can contact us in a number of ways:

  • Tell the member of staff you are dealing with.
  • Write to the relevant Service Manager or to the Customer Services Manager.
  • Phone the relevant Service Manager or the Customer Services Manager.
  • Complete the Online complaints form.
  • Email Customer Services.

We will respond within 10 working days in accordance with the Council's Customer Charter.

Your Compliments:

(A Compliment is defined as an expression of satisfaction about the Council, its services or an individual)

Please contact us in any of the above ways.

What you can expect from us:

  • We will record your Compliment and pass it on to the relevant member of staff and the appropriate manager.

Your Complaints:

(A Complaint is defined as any expression of dissatisfaction about the Council, its services or an individual, however it is made)

We have a two-stage complaints procedure. Normally a complaint will start at stage one and our aim is to resolve the matter here

Stage One

  • Your complaint will be dealt with by a member of staff in the service area you are complaining about or the Service Manager.
  • We will acknowledge your complaint within two working days
  • We will respond fully within ten working days
  • If you are unhappy with the response you receive you can request that the complaint is reviewed by a Senior Officer

Stage Two

  • A Senior Officer will review your complaint and respond within a further ten working days. If we are unable to answer your complaint within this timescale we will contact you to let you know when you can expect a full reply.

If you cannot settle the complaint once our two stage complaints procedure has been completed you may wish to take the matter up with The Local Government Ombudsman

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

The Ombudsman investigates Complaints which have already been through the Council's own procedures.

Please note: If at any stage your complaint is resolved via a telephone conversation with a Sedgemoor District Council officer, confirmation of the resolution will be sent to you in writing within ten working days.

All comments, compliments and complaints will be monitored to ensure Sedgemoor District Council learns from this feedback.

- If you require any further information or want to give us feedback please contact us.

- If you are unsure which department to contact, please telephone Customer Services.

- If you wish to take up the matter with your local Councillor, please contact them directly.

Comments Compliments & Complaints [319.07KB] Sedgemoor District Council Complaints Policy [1.16MB] Sedgemoor District Council Unreasonable Complainant Behaviour Policy [811.64KB]