Complaints and Other Feedback
Have you got something to say
about the service you have received?
Your feedback is important
to us, good or bad and we will use it to improve our
You may wish to compliment or commend a service, suggest a
better way of working or tell us when you think things
have gone wrong and require help to resolve your
Please note that if your complaint relates to
the way your child has been treated at school we will not be able
to deal with this. We recommend the following process: Contact the
Head Teacher in the first instance, then the Chair of Governors and
lastly the Secretary of State.
The Customer Relations Team is impartial and we are here to
guide you throughout the process.
You can make a compliment, comment or complaint in any of
the following ways:
- Telephone 01234 228597
- Email firstname.lastname@example.org
- Text 07795 686459
- Fax 01234 228772
- Write to: Customer Relations Team, Bedford Borough Council,
Borough Hall, Cauldwell Street, Bedford, MK42 9AP
The Council has four different complaints procedures, which
are listed below with further information.
On receipt, your complaint will be assessed and
will aim to send an acknowledgement letter to you within 3 working
days which will include the following information:
- How the Council proposes to handle your complaint
- Who will respond to your complaint
- A timescale by when you can expect a written response
- Details of the appropriate complaints procedure
- Advice on what you can do if you are not satisfied with your
The Adult Social Care Complaints Procedure
overview of Adults Complaints Procedure and Customer Feedback
of Complaints Procedure
Children’s Social Care Complaints
Public Health Complaints
overview of Public Health Complaints
Other action you can take
If you are not happy with
how your complaint is handled you may want to contact the Local
Government Ombudsman. You can do this at any time. The
Ombudsman usually expects the Council to have had the opportunity
to look into your complaint first.
Local Government Ombudsman
PO Box 4771, Coventry, CV4
Phone: 0300 061 0614. Text: 0762 4804299.
Click here to read the Local Government Ombudsman
We promise to be professional at
all times. In return we ask that you treat our staff politely and
We understand that sometimes
you may want to remain anonymous and we will respect
this. However, it may be difficult to respond to you or to
fully investigate your complaint.
Please note that the personal
details you supply will be held on file and/or computerised by
Bedford Borough Council for the purposes of assessing your
The Confidential Reporting
The Council is committed to the
highest possible standards of openness, probity and accountability.
In line with that commitment we expect employees, and others that
we deal with, who have serious concerns about any aspect of the
Council’s work to come forward and voice those concerns.
The Council has a Confidential
Reporting Policy also known as a ‘whistleblowing
policy'. This policy sets out how Council
employees can raise any serious concerns that they have about any
aspect of service provision, the conduct of officers, members of
the Council or others acting on behalf of the Council.