Doncaster Service Complaints: Your Guide

Navigating the various services provided by a local council can sometimes lead to situations where you feel the service has fallen short of expectations. Whether it's an administrative issue, a failure to provide adequate support, or concerns regarding a regulated local service like a licensed taxi operating within the borough, understanding how to voice your dissatisfaction effectively is paramount. Doncaster Council values your feedback as a cornerstone for continuous improvement, striving to ensure that the services you rely on meet the highest standards. This comprehensive guide will walk you through the process of making a complaint to Doncaster Council, outlining what you need to know, what to expect, and how your valuable input contributes to enhancing the community for everyone.

Your feedback, both positive and negative, is a vital tool for Doncaster Council. It helps identify areas where services can be improved, highlights successes, and ultimately ensures that the council is better equipped to meet the needs of its residents. While the council works tirelessly to provide essential services and the customer service you expect, there are mechanisms in place for when things don't go as planned. This guide focuses on the formal complaints procedure, designed to address instances where you believe the council has made a mistake or failed in its duty.

Understanding What Constitutes a Complaint

Before embarking on the complaints process, it's crucial to distinguish between a service request and a formal complaint. A service request is when you need the council to *do* something, such as reporting an issue or asking for a service to be provided. A complaint, on the other hand, is about expressing dissatisfaction with a service that has already been provided, or the way it was delivered, or a failure to provide a service that was expected.

For instance, reporting a pothole, a missed bin collection, instances of anti-social behaviour, neighbour disputes, fly-tipping, or requests for vegetation maintenance are all examples of service requests. These should typically be reported via the council's 'report it' pages, as they fall outside the formal complaints procedure. Attempting to lodge these as complaints will likely result in them being redirected, causing unnecessary delays. Therefore, if your concern is about, for example, the conduct of a licensed taxi driver or an issue with the taxi's licensing that falls under council regulation, and it relates to a past incident or a failing, then it would typically be considered a complaint. However, if it's merely a request for information or a standard service, it's not a complaint.

Why Your Feedback Matters

At Doncaster Council, the commitment to providing excellent services is unwavering. Part of this commitment involves actively encouraging feedback from residents. When you take the time to provide feedback, whether it's a complaint or a compliment, you directly contribute to service improvement. Your insights help the council understand where it has done well and, more importantly, where there's room for improvement. This proactive approach to feedback ensures that services are continually refined to better meet the evolving needs of the community.

The Formal Complaints Procedure: A Three-Stage Journey

Doncaster Council operates a clear, three-stage complaints procedure designed to ensure that your concerns are thoroughly investigated and addressed. This structured approach allows for resolution at the earliest possible stage while providing avenues for escalation if you remain dissatisfied.

Stage 1: Local Resolution

The initial step in the complaints process is 'Local Resolution'. This stage aims to resolve your complaint quickly and efficiently within the relevant service area. Once you submit your complaint, a senior officer within the specific service area you are complaining about will take responsibility for investigating the matter.

You can expect a full response to your Stage 1 complaint within 10 working days. This response will detail the findings of the investigation and the actions taken. It's important to note that, on rare occasions, complex complaints may require more time for a thorough investigation. In such instances, the council will contact you to inform you of the delay and provide an updated timeframe for when you can expect a response. This stage is crucial for direct communication and early resolution.

Stage 2: Complaint Investigation

If, after receiving the Stage 1 response, you believe that your complaint has not been fully addressed, or if you have new evidence to provide, you have the right to appeal and request a Stage 2 investigation. Details on how to escalate your complaint to Stage 2 will be provided within your Stage 1 response.

Upon requesting a Stage 2 investigation, you will receive an acknowledgement within 3 working days. For this stage, a manager or senior officer who has not previously been involved in your complaint will be appointed to conduct an independent investigation. This ensures a fresh perspective and an unbiased review of your concerns. You can expect a response to your Stage 2 complaint within 20 working days. Similar to Stage 1, if more time is needed due to the complexity of the investigation, you will be notified with an updated timeframe.

Stage 3: Local Government Ombudsman

The Local Government Ombudsman serves as the final arbiter in the council's complaints procedure. If, after completing both Stage 1 and Stage 2 investigations, you remain dissatisfied with the outcome, you have the right to approach the Local Government Ombudsman. This independent body acts as the commissioner for administration in England, investigating complaints of maladministration by local authorities.

While you can contact the Local Government Ombudsman at any time, they will typically only investigate a complaint from a customer once it has been dealt with through the council's internal complaints procedure first. This ensures that the council has had every opportunity to resolve the issue internally before external intervention. The Local Government Ombudsman represents the third and final stage of the Council’s complaints procedure, offering an independent review of your case.

You can contact the Local Government Ombudsman at:

The Local Government Ombudsman
PO Box 4771,
Coventry,
CV4 0EH

Tel: 0300 061 0614
Fax: 024 7682 0001

Making Your Complaint or Compliment

Doncaster Council offers straightforward online forms for both complaints and compliments, ensuring that your feedback is captured efficiently:

• General Complaints: For most complaints about Doncaster Council services, including those pertaining to regulated services like licensed taxis (if your complaint is about the council's handling of a taxi-related issue or a licensed operator), you should complete the online complaints form.
• Children's Social Care: If your complaint specifically concerns children’s social care, there is a dedicated online feedback form.
• Existing Complaints: If you have already submitted a complaint and have not received a response within the stated timescales, or if you need to track its progress, you can use the online tracker. Remember to have your reference number handy.
• Compliments: If you wish to commend the council for something it has done well, please use the online compliments form. Sharing positive feedback is just as important as lodging a complaint, as it helps reinforce good practices.

Once you've provided the details of your complaint, the council will acknowledge its receipt and aim to provide a full response within the specified working days for each stage.

What We Need From You and What to Expect

To ensure your complaint is handled effectively, the council requires specific information:

• Details of the Complaint: Provide a clear and concise description of what went wrong, including dates, times, and any relevant individuals involved. The more detail you provide, the easier it will be to investigate.
• Service Area: Clearly state which service area your complaint relates to. For example, if it's about a licensed taxi, it might relate to licensing or public protection services.
• MyDoncaster Account: If you wish to receive a formal response to your complaint, you will need to register for a MyDoncaster account. This ensures secure communication and tracking of your complaint.

In return, you should expect the council to investigate your complaint thoroughly, particularly where you feel they have done something wrong or failed to provide an adequate service. The process is designed to be fair and transparent.

Important Exemptions to the Complaints Procedure

It is vital to understand that certain issues are exempt from the formal complaints procedure and should be reported as service requests or directed to other organisations. Attempting to submit these as complaints will cause delays in their resolution.

Exemptions (Service Requests):

• Potholes in roads
• Missed bin collections
• Anti-social behaviour
• Neighbour disputes
• Fly tipping
• Requests for vegetation maintenance
• Any other issues the council was not previously made aware of (these need to be reported on the 'report it' page).

Complaints Directed to Other Organisations:

• St Leger Homes of Doncaster: If your feedback concerns services provided by St Leger Homes, you must access their website directly for their complaints policy and procedures.
• Children's Social Care and Safeguarding: For feedback regarding social care and safeguarding for children, young people, and families, please refer to the specific 'Tell us your views on Children's Services' page.
• Doncaster Culture and Leisure Trust: Complaints about leisure centres should be directed through the Doncaster Culture and Leisure Trust website.

Complaints About a Councillor: If your dissatisfaction relates to the behaviour of a Doncaster Council Councillor or any Parish Council Councillor in the Doncaster area, you should make a complaint directly to the Council's Monitoring Officer. Further information on this specific process can be found on the relevant council web page.

Unreasonable Behaviour Policy

Doncaster Council also has an Unreasonable Behaviour Policy. This policy provides guidance to officers on how to identify circumstances where a service user's or complainant's behaviour might be classed as unreasonable. It aids in decisions on how to appropriately respond to such behaviour, ensuring that the complaints process remains respectful and productive for all parties involved.

Frequently Asked Questions About Complaints

Understanding the nuances of the complaints process can sometimes raise additional questions. Here are some frequently asked questions to provide further clarity:

Q: How long will it take for my complaint to be resolved?

A: The resolution time depends on the stage of your complaint. Stage 1 (Local Resolution) aims for a response within 10 working days. If escalated, Stage 2 (Complaint Investigation) aims for a response within 20 working days. Complex cases may take longer, but you will be informed of any delays.

Q: Can I make a complaint anonymously?

A: While you can submit details without registering for a MyDoncaster account, if you wish to receive a formal response and track the progress of your complaint, you will need to register and provide your details. Anonymous complaints may be noted but cannot be formally responded to or investigated in the same structured manner.

Q: What if my complaint is about a service not directly run by Doncaster Council?

A: As detailed in the 'Exemptions' section, complaints about services provided by other organisations (e.g., St Leger Homes, Doncaster Culture and Leisure Trust) should be directed to those specific organisations. The council's procedure only covers services for which it is directly responsible or has regulatory oversight.

Q: Is there a cost associated with making a complaint?

A: No, making a complaint to Doncaster Council is completely free of charge. The process is designed to be accessible to all residents.

Q: What is the difference between a 'complaint' and a 'service request'?

A: A service request is when you ask the council to *do* something (e.g., fix a pothole, collect a missed bin). A complaint is when you express dissatisfaction with a service that has already been provided, the way it was delivered, or a failure to provide an expected service. It's crucial to use the correct channel to ensure your issue is handled appropriately.

Q: Can I complain about a licensed taxi service in Doncaster?

A: If your complaint is about the conduct of a licensed taxi driver, the state of a licensed taxi, or the licensing processes for taxis in Doncaster, and it falls under the regulatory remit of Doncaster Council, then this complaint procedure would be the appropriate route. The council licenses and regulates these services, and therefore, formal complaints about their adherence to regulations would be handled through this system. Ensure you provide as many details as possible, such as vehicle registration, driver's badge number, date, time, and location.

Making a complaint to Doncaster Council is a straightforward process designed to empower residents and foster accountability. By understanding the different stages, providing accurate information, and utilising the correct channels, you can ensure your voice is heard, contributing to a better Doncaster for everyone. Your feedback is truly invaluable in the continuous effort to improve local services.

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