Do we measure up?

We set high standards across the full range of services we offer. We aim to deliver those standards all of the time.

But we also know that we don't always get it right - and when we don't measure up, we want you to tell us about it.

We also want you to tell us when you're particularly pleased with us, when we exceed your expectations.

We can then learn from both our mistakes and successes, and make services even better in the future.

• When should I complain?
• How can I complain?
• Compliments
• What we need to know
• What you can expect from us

When should I complain?

• If any of our services haven't reached the standard you expect.
• If there's a fault or problem you think we should fix.
• If you feel a member of our staff has treated you badly or unfairly.
• If we don't do something we have promised to do.
• If you are unhappy about anything else we have (or have not) done.

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How can I complain?

All you need to do is phone or email the department involved. There is a list of phone numbers and email addresses on the contact page.

But if your problem is more complex or perhaps we may have failed to do something we promised to, the easiest way to inform us is to fill in the online Complaint/Compliment Form or send an email to enquiries@gedling.gov.uk. Alternatively you can download a form here and send it to us by post. Our address is:

Civic Centre, Arnot Hill Park, Arnold, Nottingham, NG5 6LU

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Compliments

If you are making a compliment you can also use the online Complaint/Compliment Form, or download a form to post to us. Our address is:

Civic Centre, Arnot Hill Park, Arnold, Nottingham, NG5 6LU

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What we will need to know

• Your name, and contact details.
• Details of your complaint or compliment.
• What you want us to do to put things right.

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What you can expect from us

• A carefully and thorough investigation into your complaint.
• A full reply in 10 working days (occasionally we may need longer than this, to which we will notify you accordingly).
• The name  of the member of staff dealing with your enquiry.
• Clear, concise responses, no council jargon.
• Fairness

There are some things we can't change...such as things we are required to do by law, or policies which have been set which guide the way some services are delivered. But we will always explain why this is, and tell you who else to contact if you are still unhappy.

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