Complaints and comments
We listen hard so we can fully understand the issues highlighted when someone makes a complaint.
"I think complaints can produce some very positive outcomes. We have to make sure we listen carefully – that's really important. It takes a lot for people to complain and we want to make the process as easy and hassle free as possible.
"We try really hard to resolve people’s issues – most are sorted at the first stage of our three-stage complaints process.
But we can't please everyone all of the time and speed humps are a good example of this. Some motorists might complain that they don’t like them because they slow them down, but those views need to be weighed against those of parents who want their children to be able to play safely on their estates."
Michaela Hamilton, corporate customer support officer
Did you know?
- The average time we took to respond to Ombudsman complaints fell from 46 to 36 days last year
- You can contact us online as well as by letter, phone or in person
- We've set up a new group to explore the best ways of using customer feedback to improve our services