Code section 3 - Accessibility and awareness
Complaint
Yes.
Evidence
We provide different channels through which individuals can make complaints. These are accessible and we can make reasonable adjustments where necessary.
Explanations and commentary
Corporate complaints procedure policy.
3.2 of the Corporate Complaints Policy under support and advocacy states;
Many people feel daunted at the prospect of making a complaint. They may be unsure about how to go about it, or how best to put their case. The council has a positive approach to complaints and will encourage people to seek the support of friends or other advocates such as Citizens Advice Bureau. The council will also give assistance to those who have difficulty with written or spoken English and those who are disabled. The council will, where appropriate, accept complaints from advocates or third parties, provided that the person affected has given their written consent.
3.4 of the policy states; The council encourages any customer who has a concern to first speak to a member of staff in the relevant service area. If there has been a problem the member of staff should try to resolve, it. However, if a service user is not happy and wants to make a complaint, we need to make it easy for them to do so.
We accept complaints:
- online via the council’s corporate complaints form
- by letter; Corporate complaints team, 25 Windsor Road, Slough, SL1 2EL
- by email; complaints@slough.gov.uk
- by telephone; 01753 475111 Although we accept complaints made by telephone it is helpful to have them in writing, so that we have a clear record of the complainant’s views on what went wrong and what the Council should do to put things right. If a complainant wishes to make a complaint by telephone, they must not be prevented from doing so
- residents can also book an appointment or drop in to our of our community hubs where a member of our customer services team can assist them in person.