We aim to give the best possible service at all times, but sometimes, we make mistakes. If you are not happy with the service you get from us, we will investigate why, let you know the outcome and take steps to put matters right as soon as we can.

We would also like to hear your suggestions on how we could do things better and when we do things right we like to receive your compliments.

We will treat everyone fairly and equally no matter where or how you choose to contact us. We will listen to what you say, and if we cannot sort things out immediately, we will let you know why and when you can expect a response.

We also want to hear if we are doing well, so that we can carry on doing well.

What happens next?

We will welcome your comments and will take them into consideration when planning our services. We promise to take your complaint seriously, deal with it promptly, fairly and courteously, apologise and try to correct it straight away if we have made a mistake and keep you informed at all stages.

If you are not satisfied with our response you can ask for a more senior manager to look at it personally. If you are still not happy with our response you can ask for it to be looked at by an independent manager or your ward councillor.

Finally - Once we have tried to sort out the problem if you are not happy you can contact the Local Government Ombudsman. This service is independent of the council and free of charge. Local Government Ombudsman, The Oaks No2 Westwood Way, Westwood Business Park, Coventry CV4 8JB. Tel 02476 820000 www.lgo.org.uk You can pick up a leaflet about the Ombudsman from any of our reception desks, or request details by telephone, writing to us or emailing: HeretoHelp@gloucester.gov.uk

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