Comments, complaints and compliments

Jump to:

• How to give feedback on Woking Borough Council's services
• Making a complaint - step by step
  • Step 1
  • Step 2
  • Step 3
  • Step 4
• Giving compliments or other comments
• How to give feedback on Surrey County Council's services

How to give feedback on Woking Borough Council's services

Woking Borough Council aims to provide the best possible service to its customers. That's why it's important that you tell us how we are doing and how we can improve our services to better meet your needs.

Whilst we try hard to provide a high quality service, we don't always get it right, which is why we have a formal complaints procedure in place.

As well as finding out about any complaints we would also like to know if you have any additional comments (including compliments) about our services so that we can continue to provide a good service to you. A compliment can let staff know that their efforts are appreciated.

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Making a complaint - step by step

We endeavour to provide high-quality services, but sometimes things do go wrong or we may fail to meet your expectations. We aim to resolve complaints as quickly as possible. To help us do so, please follow the steps listed below:

Step 1

Contact the Council by phone or in writing. Alternatively, you can call in to the Civic Offices, Gloucester Square, Woking, in person and discuss your complaint with a member of staff. We will try to resolve the problem on the spot, or if that's not possible, within seven working days.

Step 2

If your complaint is not resolved to your satisfaction, please let us know.

You can do this by filling in a 'formal complaint' form which will be passed to the manager concerned. Formal complaint forms are available from all Council Buildings or online.

Your complaint will be dealt with by a manager who will contact you within 14 working days.

Step 3

If you are still not satisfied with the Council's response, please contact us.

The details of your complaint will then be given to the Chief Executive, and you will be notified of the results of the investigation within 10 working days.

Step 4

If you follow the steps above but are still unable to resolve your complaint, you can refer it to the Local Government Ombudsman. The Ombudsman will give the Council the opportunity to deal with the problem before investigating further.

A leaflet with details about the Ombudsman service is available from the Civic Offices or the information can be found online.

Alternatively, you could contact one of your Councillors, your MP or MEPs (European Parliament) regarding your complaint. Their details are available online at www.woking.gov.uk

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Giving compliments or other comments

If you would like to give us positive feedback on a service you have received:

• Write to the Council at Civic Offices, Gloucester Square, Woking, Surrey GU21 6YL or email wokbc@woking.gov.uk

• Contact the Head of Corporate Services by calling 01483 755855 or email customers@woking.gov.uk

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How to give feedback on Surrey County Council's services

You can telephone Surrey County Council on 03456 009009 or visit their website at www.surreycc.gov.uk.

A leaflet is available from libraries and all County Council offices, "What to do when things go wrong" explaining Surrey County Council's complaint procedure, what you can expect and what you can do if you are not satisfied with the way your complaint has been dealt with.