FURTHER to the letter concerning City of York Council’s complaints procedure, I would like to reassure residents that the authority has a robust and well-established method for dealing with customer complaints (Letters, September 1).
We work hard to deliver services right first time. Most of the time we do. Sometimes, however, things can go wrong or fail to meet expectations. We want residents to tell us when this happens. Their feedback – comments, compliments, complaints and suggestions – is important to us.
All complaints are treated fairly and given equal importance. “How was it for you?” is our process for handling complaints about most services, but for complaints about some, we must by law follow the special rules and timescales set by central government.
Residents can make their complaint in the way that is most convenient to them, whether by phone, email, completing the contact form on our website, sending a letter or calling in to one of our reception points.
Kersten England, Chief executive, City of York Council.
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