Customer Feedback

Our aim

Our aim is to provide high quality services in line with the needs of our customers.

We want to provide a service that meets individual needs of the service user. That is why contact is so vitally important in building a positive relationship.
We are always pleased to hear feedback about the services provided. Feedback both positive and negative is an opportunity for us to recognise what we are doing well, and to improve where we need to. Complaints and criticisms are our opportunity to listen and understand. They allow us to explain what we can do to put things right, to negotiate a way forward, to demonstrate openness and honesty and, where appropriate, to say "sorry".

Customer Feedback explained

Level 0

Your feedback, positive or negative will be handled and resolved by the customer service teams at Info in Herefordshire.You will receive a response for face to face or telephone contact within one working day, and for written contact within three working days. If the customer service teams are unable to resolve your complaint they will escalate it to a dedicated complaints administrator.

Level 1

The complaints administrator will quickly organise an investigation into the matter for you and provide you with a response. We will acknowledge the complaint within two working days and provide a full response within 10 working days.

Level 2

If you are unhappy with the result of the level one investigation, you have the right to appeal. A Director will look at your complaint for you, and write a response on his or her findings. You will receive an acknowledgement within two working days and a full response within 20 working days. You will be kept informed of progress at all times

Level 3

If you are still unhappy with the result you can ask for a Review Panel to look at your complaint. A panel comprising of the Chief Executive and two Councillors will review all the information gathered. You will receive a response within 28 working days.

How do I register my feedback?

If you wish to register your feedback either positive or negative you can:

• Complete our contact us online form
• Telephone Info by Phone on 01432 260 500 and you will be helped to register your customer feedback.
• Send an e-mail to info@herefordshire.gov.uk
• Call into any Info in Herefordshire Centre, where a member of the Customer Services team will be able to help you.
• If you wish to register feedback regarding the social care that you receive please use the social care online comment form.

Resources

Customer Feedback Process

44 kb

Policy for dealing with unreasonable complainant behaviour

Adobe PDF

101 kb

If you need help to understand a document, or would like it in another format or language, please call 01432 260500 or email info@herefordshire.gov.uk

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