Complain, compliment or comment about our services

A complaint is defined as an expression of dissatisfaction with Hertfordshire County Council that requires resolution.

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.

This could be:

• where you believe there has been a delay or a failure to provide a service
• where you are dissatisfied with how we have delivered policies
• where you are unhappy with an employee’s attitude or behaviour
• where you believe we have demonstrated poor customer service.

A complaint is not the same as a service request. A service request is when you have asked us to provide or improve a service, fix a problem or reconsider a decision. A service request can be processed and assessed quickly without the need for a detailed investigation or review and in some circumstances might be the best route for you to obtain satisfaction. The response of the council to a service request might lead to a change of practice or a service improvement. Where you have highlighted something that may not have been previously identified or if you’re asking for a reassessment of a decision, this is a service request. We will deal with these issues through our normal processes and not under this complaints policy.

There are separate statutory procedures for certain complaints about Adult Social Services and Children’s Social Services and, should your complaint fall within such procedures, you will be informed by the relevant complaints team.

We are unable to consider your complaint if:

• your complaint relates to issues that occurred over 12 months ago, unless there is good reason why you were unable to make your complaint within the 12-month period. In such circumstances, the complaints manager will consider whether to exercise discretion to accept the matter(s) being raised as a late complaint
• where the service is not aware of your concerns or has not already been given the opportunity to resolve them
• the complaint is from a public body or it is a professional concern or a complaint from a service commissioned by HCC
• your complaint relates to matters that have not affected you personally or caused you an injustice
• you make your complaint anonymously
• your complaint relates to the general policies of the council. You can discuss these with your local county councillor instead
• your complaint falls within the scope of legal processes, other procedures or appeals (such as school place appeals or Special Education Needs Tribunal)
• you are seeking payment for alleged loss or damages against the council. Such complaints will be passed to our insurance section who will deal with this as a claim. If you also want your complaint dealt with under the corporate complaints policy, we can do this but a complaint investigation cannot decide whether the council is legally liable to pay you any form of damages.

The above list is not exhaustive. We will always tell you in writing why your complaint is not being accepted. You have the right to contact the Local Government and Social Care Ombudsman if you do not agree with the decision. The Ombudsman’s contact details are provided later in this document.

The council is unable to respond to complaints about schools as each school has its own complaints process, which the governing body is responsible for. Should you wish to make a complaint about a school you should contact the relevant school direct. Find a school

Where your complaint refers to a service that is provided on our behalf by another organisation, Stage 1 of this complaints process will be carried out by that organisation.

This policy also does not cover complaints about the conduct of county councillors and such concerns should be raised with the monitoring officer.

Complain about a county councillor

This policy does not apply to any current employee of the council who has a concern to raise. Current employees should raise concerns with their line managers or Human Resources.

Yes. You can ask a relative, friend or advocate to complain on your behalf or support you to make the complaint yourself. If someone is bringing the complaint on your behalf, we will need to confirm with you your agreement to the complaint and your consent to share your information with your representative.

If your complaint is about adult social services or children’s services, you can get help from someone: Get your voice heard – find an advocate.

Children and young people can also get help to complain from The National Youth Advocacy Service (NYAS).

Complete the online form on this web page.

Should you wish to make your complaint in writing or by telephone, you can contact the relevant complaints manager / team. The contact details are below.

You can also raise a complaint by telling a member of staff. This may be the member of staff who has been providing a service to you or their line manager.

When we receive your complaint the complaints manager for the relevant department you are complaining about will ensure that your complaint is acknowledged within 5 working days and that you receive confirmation as to whether it will be investigated under this policy. If required, the complaints manager / team may contact you or your representative to clarify the nature and / or details of your complaint.

Stage 1

Your complaint will be considered by an appropriate officer within the service your complaint relates to. We aim to provide a full response within 10 working days (2 weeks) of the acknowledgement. If we are unable to respond within this timescale due to complexity, we will explain the reason why and tell you when you can expect a response; any extensions should be no more than 10 working days (2 weeks). 

If you raise new issues whilst your complaint is being investigated, we will try to incorporate these into the response. If the new issues are unrelated to the complaint or it would unreasonably delay the complaint, these may be logged as a new complaint.

It should be possible for most complaints to be resolved at Stage 1.

If you are not satisfied with the outcome of the investigation into your complaint or with the way the investigating officer has dealt with your complaint, you should inform the complaints manager / team, explaining why you are unhappy and your desired outcome. Although this is not an absolute requirement, it will help us to understand your complaint and lead to a better and more focused response. This should be done within 20 working days of you receiving the Stage 1 response. It is the council’s preference to receive this in writing and, should you need help putting this in writing, we can offer help, such as the assistance of an interpreter, use of large print or access to an advocacy service.

Stage 2

If your complaint progresses to Stage 2, either the complaints manager or a senior manager within the department, who has not previously been involved in the complaint, will review your complaint.

A request for Stage 2 will be acknowledged within 5 working days (1 week) of the escalation request being received. We aim to respond within 20 working days (4 weeks) of the complaint being acknowledged. If the review is likely to take longer, we will explain why this is the case and give you a new timescale. This will not normally be more than another 20 working days (4 weeks). If we need longer, we will tell you why. 

Local Government and Social Care Ombudsman

If you have been through all stages of our complaints process, you can ask the Local Government and Social Care Ombudsman to consider your complaint.

The Ombudsman has issued a Complaint Handling Code which sets out advice and guidance for councils on how to handle complaints.

The Ombudsman investigates complaints in a fair and independent way – it does not take sides. It is a free service.

The Ombudsman expects you to have given us a chance to deal with your complaint, before you contact them. 

About the Ombudsman

The Local Government and Social Care Ombudsman looks at individual complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care.

There are some limits on what the Ombudsman can look at. For example, the Ombudsman may not consider your complaint if you have not been significantly personally affected by the issue you are raising, or if you have a right of appeal to a court or tribunal. 

• www.lgo.org.uk
• 0300 061 0614.

We are committed to dealing with all complaints fairly and impartially and in accordance with the specific complaints policy and process that applies in each case. However, the council does not expect its staff to tolerate unreasonable behaviour and it will take decisive action to protect staff from such behaviour in line with the council’s Policy and Procedure for Managing Persistent and Vexatious Behaviour and Complaints.

Here are the relevant contact details for the complaints managers for each department. Postal complaints should be marked for the attention of the complaints manager for the relevant department at Hertfordshire County Council and provide the postal point (where listed).

Adult Care Services

Including adult social care, Blue Badge, services for older people and disabled people.

acs.complaints@hertfordshire.gov.uk

01992 556685

Postal Point: SFAR10
2^nd Floor
Farnham House
Six Hills Way
Stevenage
SG1 2ST.

Children's Services

Including children's social care, education and support for families, children and young people.

cs.complaints@hertfordshire.gov.uk 

01992 588542

Postal Point: CHO118
2^nd Floor
Robertson House
Six Hills Way
Stevenage
SG1 2ST.

Community Protection / Hertfordshire Fire and Rescue

Including fire and rescue and Trading Standards.

cpd.customerservices@hertfordshire.gov.uk

01992 507501

HFRS HQ
Longfield
Hitchin Road
Stevenage
SG1 4AE

To complain about a trader or product, contact the Citizens Advice consumer helpline.

Growth and environment

Including highways and rights of way, recycling centres, road safety and public and school transport.

environment.customerservices@hertfordshire.gov.uk

01992 555211

Postal Point: CHN115
Farnham House
Six Hills Way
Stevenage
SG1 2ST

Libraries

libraries.information@hertfordshire.gov.uk

0300 123 4049

Central Stocks Unit
Centrapark
Bessemer Road
Welwyn Garden City
AL7 1HT

Public Health

Including stop smoking, drug and alcohol, sexual health and weight management services.

publichealth@hertfordshire.gov.uk

0300 123 4040

Postal Point: CHO231
Farnham House
Six Hills Way
Stevenage
SG1 2ST

Resources

Including births, deaths and marriages, citizenship, property, finance and HR.

RP.feedback@hertfordshire.gov.uk

01992 556450

Postal Point: CHO243
1^st Floor
Robertson House
Stevenage
SG1 2FQ