Amber Valley Borough Council is committed to making a difference
for Amber Valley. This includes a commitment to listen to, consult
with, act on feedback and involve our communities in our services
If you're unhappy with any aspect of our service please let us
know. We know we don't always get it right but we can't do anything
about it if we're not aware there's a problem in the first place.
When things go wrong we want to know so that we can use the
information to put things right.
The Council's Customer Complaints procedure helps ensure
- Customer complaints are dealt with promptly, efficiently,
courteously and systematically
- Customer complaints are treated confidentially and fairly
- Customers are kept informed of the progress and outcome of
Complaints may be made:
Where a complainant is abusive to the member of staff taking the
complaint, the complainant may be asked to put the complaint in
All the above contact details can be found in the top right hand
Complaints will be acknowledged within 5 working days if a full
response cannot be given straightaway and a response given within
10 working days, although complex complaints make take
longer. Where we are not able to respond to the issue within
10 working days we will keep the customer informed about
There are 3 stages in the procedure.
In the first instance concerns should be raised with the team
providing the service. They will look into the complaint and
try to put things right.
If we have been unable to resolve complaints at stage 1,
the complaint can be referred to the person in charge of the
department concerned, the Chief Officer, for investigation.
There may be occasions when it is decided that another Chief
Officer, outside of the department concerned, should deal with a
If a complainant is still unhappy with the way the complaint has
been dealt with they can contact the Local Government Ombudsman.
The Ombudsman is impartial and independent of the government and
local authorities. More information is on the Local Government
If you want to complain about the conduct of a member of Amber
Valley Borough Council or a Member of one of our town/parish
councils please put your complaint in writing to The
Standards Committee, Amber Valley Borough Council, Town Hall,
Ripley, DE5 3BT or complete the code of conduct complaints