Customer Complaints Procedure

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 and decisions.

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 that:

  • 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 their complaints

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 writing.

All the above contact details can be found in the top right hand corner.

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 progress.

There are 3 stages in the procedure.

Stage 1

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. 

Stage 2

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 complaint

Stage 3 

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 Ombudsman website

Councillor complaints

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 form.

Contact Details
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Do you need further information?

If for some reason you are unable to find the information which you require on our website, you can contact us by the following methods.

address logoAmber Valley Borough Council: Town Hall, Ripley, Derbyshire, DE5 3BT.
address logo01773 570222 *Calls are recorded for quality and training purposes
address logoComplete our online enquiry form
address logoText the word COUNCIL followed by your message to 60060 *Standard network rates apply
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