Corporate complaints and compliments

Let us know what you think

We work hard to provide the best service for all our customers, and are always keen to hear how you think we are doing.  We want to hear your views on what we already do and your suggestions on how you think we could improve.

Use our complaints, compliments and comments form to get in touch.

• Complaints, compliments and comments form

Ways of contacting us

To make it as easy as possible for you to let us know your thoughts, you can get in touch with us in any of the usual ways:

• By letter or fax to the Head of Service
• In person, at any of the Council’s Customer Service Centres
• By telephone, to any member of staff or to the Contact Centre

or in any of the following new ways:

• By filling in the feedback form in our new Have Your Say leaflet, available from council information points (freepost return address)
• By email to feedback.council@rochdale.gov.uk
• By filling in the online feedback form at a link above.

Your input is important to us as it helps us to improve our services to make sure we are meeting your needs, and we appreciate you taking the time to let us know what you think.

Compliments and comments

Your compliments let us know when we are getting things right. We record these details and pass them on so that we can share examples of good customer service with colleagues.

Your comments and suggestions let us know your thoughts on what we could do better. We record these details and pass them on to the people who need to know, so that we can look at how we can improve.

Complaints

Your complaints tell us when you are not happy with a service.  We record all complaints and look into them under official procedures, so that we can:

• Put things right when they have gone wrong
• Learn from our mistakes
• Improve the standard of services we deliver

Complaints procedures

Most complaints are dealt with under our Corporate Complaints Procedure.  Details of what happens when we receive your complaint can be found via the link on this page.

• Corporate complaints procedure

Some types of complaints are dealt with under different  procedures. These include complaints about:

• A school
• Social care services
• Council housing
• Recruitment
• Councillors

Please see related links in the navigation list for more information on these types of complaints.

When you contact us with any complaint, you can expect:

• Our commitment to resolving your complaint as soon as possible
• Your complaint to be dealt with in confidence
• Fair, equal, honest and courteous treatment at all times

Help and advice with making a complaint

Any of our Customer Service Centres staff will be pleased to help, or you can contact your local Councillor or Member of Parliament for advice on making a complaint.