Nuneaton and Bedworth Borough Council aims to give the best possible service to all its customers. This policy has been written as a guide for customers, informing them about the levels of service that they can expect when they visit or contact the Council. If for some reason they need to make a complaint about the service that they have received, the booklet also advises customers how to make their complaint.

The Council's purpose is to encourage and work with the local community to make Nuneaton and Bedworth a safe, clean and healthy place to live, work and visit.

The Council aims to provide its customers with a high quality service. This policy outlines the standards of service that all customers can expect to receive, and gives guidance on how to complain if those standards are not met.

The customer service policy is designed to give satisfaction to the customer, either directly in the way that services are delivered or in the way that their complaints are handled.

1. a professional, polite and courteous approach

1. open, friendly and truthful employees

1. employees should identify themselves by name and job function and be recognised as Council employees

1. employees should take ownership of an enquiry, not pass customers around

1. full attention to the complaint or enquiry
2. employees should exercise discretion and confidentiality

1. a clear understanding of what will happen next and an indication of when it will happen including updates on a regular basis.

1. easy to understand responses without jargon, and given promptly or within published timescales

1. employees should keep appointments and be on time

1. customers should be aware of their rights and given correct relevant information where it is available

1. customers should know how to make a complaint about the Council if necessary

1. most importantly all customers should be treated equally in accordance with the Council's Policies, core values and key aims and objectives.
2. and in return the Council is entitled to expect its customers to deal honestly and openly with it on all matters

1. The Council is committed to making its services accessible to all those who need them. The Council's public reception areas are designed to be practical, comfortable and informative.

1. The Town Hall attendants are able to help customers by directing them to the correct location and by answering general enquiries. Front line reception employees are also trained to assist customers by giving general direction and help.

1. A comprehensive range of leaflets, giving details of Council services and initiatives is available in the Council main reception areas.

1. It is the responsibility of individual Service Units to ensure that customers are informed by adequate and advance publicity of any changes or interruptions to normal services.

The Council offers the provision of a 'Typetalk' system and a number of sign language interpreters on request for official interviews.

The Council provides a 'Language Line' service for interpretation at main reception desks. On request the Council can provide a range of information leaflets printed in languages other than English.

All reception and counter employees are required to dress in accordance with the council's policy on front line dress standards.

All reception and counter employees are required to wear an identity badge at all times, whilst at work, and all employees are issued with an identity card which should be worn whilst at work.

Employees who have contact with members of the public, in whatever form should have their identity card with them at all times whilst at work, and in addition should offer customers their business cards giving their relevant contact details.

Employees who need to visit the homes or business premises of our customers whilst undertaking their duties should always carry an identity card, which can be used to verify the purpose of their visit.

Unfortunately there are occasions when front line employees are put at considerable personal risk by the actions of their customers.

Specific training is given to help employees who are faced with angry customers and also to help employees who work outside the Council's offices, and who again may come into contact with customers who are unhappy with a decision of the Council or the service provided.

The Councils Health and Safety Policy details the Councils strategy for tackling violence at work, and includes a section on Customer Service.

1. Good communication, both internally within the Council and externally with its customers is vital to a successful customer service policy.

1. It is important that employees have a good understanding of the policies that affect their area of work or operation so that these can be clearly and accurately explained to people when necessary.

1. It is important that our customers understand what can or cannot be done in relation to their problem or complaints. If we cannot help them, we should be able to explain why, and direct them to where they may be able to find further help.

1. We should encourage, wherever possible, a two-way communication process. Our customers should be encouraged to respond:

1. if the problem recurs;
2. if further explanation or clarification is required
3. if a person is dissatisfied; and
4. to let us know how we are doing; including positive comments.

1. Particular care should be paid to the needs of those customers who find communication difficult due to language barriers, or sensory impairment and appropriate assistance offered.

The Council is investigating the use of an electronic multi-functional system to help customers who find communication difficult due to language barriers, or sensory impairment.

a complaint can be defined as ' any expression of dissatisfaction regarding a service provided by, or on behalf of, the Council'

a complaint does not include

1. first requests for a service or first reports of faults

1. requests for information on, or a clearer explanation of our policies

1. matters for which there is a right of appeal with the Council, or a legal solution.

The Council aims to provide a high quality service to all its customers. Sometimes, however, we do get things wrong or there are misunderstandings about what the Council can or cannot do. If you do choose to make a complaint the Council guarantees:

1. Every effort and action is made to resolve the complaint

1. An apology if a service performed was not up to standard.

1. A full written response

If you want to make a complaint you can contact the Council in several ways:

1. In person

1. By letter

1. By Telephone (024 7637 6376)

1. By fax (024 7637 6574 )

1. by Typetalk (0800 515 152)

1. by Internet www.nuneatonandbedworth.gov.uk

1. On the Councils Complaint form, which we can send to you

1. Through someone else, a Councillor, solicitor, friend or relative.

The Council can also accept complaints made anonymously and can still investigate the matter even though it cannot respond to the complaint.

When we receive your complaint, the nature and type of the complaint will be assessed by one of our nominated complaints Officers.

The complaint will be recorded and given a unique complaint number (which will be used until the complaint is resolved.) This will help us track the progress of your complaint and assist you, if for some reason you need to contact the Council again.

At this stage if the complaint is assessed as one of racial discrimination, the councils Equality Officer will investigate and respond to your complaint in writing.

The nominated complaints Officer will then make any investigations and enquiries necessary to solve your complaint, and respond in writing to your complaint.

If you are not happy with the outcome of your complaint, if you have a further complaint, or the complaint is of a more complex nature, for example regarding the conduct of an individual employee, further investigation will be required. You will be sent an immediate acknowledgement letter whilst the matter is being investigated by the Chief Executive.

If you are dissatisfied when the Council has given its final response, the complaint can then be made to the Local Government Ombudsman (form available from The Chief Executives Secretary or reception desks)

The Council has a number of Officers who are specially trained to deal with customer enquiries, complaints and compliments. You may wish to contact the Officer in the service that most closely matches your complaint.

The Council aims to deal with the complaints it receives in a fair, honest and consistent manner. The table below shows the method by which the Council deals with different stages of complaints, and the maximum times for response to the different stages and types of complaints.

Comments, compliments or suggestions about our services will be dealt with in a similar way. They will be acknowledged within 10 working days, with any explanation necessary about why and how we perform our services, and in some cases why we cannot.