The Council of the Isles of Scilly is proud of the services it provides and promises to maintain high standards of care and to provide a high quality, value for money service. Our customers have a right to expect services of the highest quality and to know what they should expect and how to take action if standards of service fall below expectations.
The Council is committed to improving the quality of services for the people of the Isles of Scilly and welcomes suggestions or comments about its services.
Please tell us ...
- When you are happy with the services provided and would like to compliment the Council. It is helpful to know when we do things right. This ensures our standards are maintained across the whole authority.
- If you have any comments or suggestions on how we can improve the service. This will help us make an adequate service good and a good service better.
- When we could do better. The Council of the Isles of Scilly strives to deliver services as efficiently and courteously as possible. However, in every well managed organisation things occasionally go wrong. When they do, please tell us so we can put it right and make sure it never happens again
Problems and Complaints
- We will do our best to resolve problems as quickly as possible.
- If the problem cannot be resolved or you are unhappy with the result, you can make a formal complaint.
- Your complaint will be sent to an appropriate member of staff who will investigate it thoroughly.
Children's Services together with Adult Social Care Services have a statutory duty to adopt an individual department procedure for handling complaints and the guarantees in this leaflet apply to all forms.
We guarantee that ...
- We will send you a letter of Acknowledgement within 7 working days.
- We will investigate the complaint and reply to you as soon as possible, but within 28 days. Some complaints are complex and may involve other organisations and/ or departments and this may take longer. If this is the case we will still let you know the progress of the complaint before 28 working days.
- We will maintain and ensure confidentiality at all times.
- We will explain our investigations and explain what action the Council of the Isles of Scilly will take and the reasons for the actions.
If you are still not happy........
You may wish to contact the Local Government Ombudsman who can be contacted at:
Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH
Telephone: Mon-Fri 8.30am to 5pm, 0845 602 1983
Email: advice@lgo.org.uk
Text: 0762 4804323
If you are unsure of any of the information given here, contact us for more help.
For Technical Services requests and Housing repair requests please contact techservices@scilly.gov.uk or housing@scilly.gov.uk
Alternatively you can fill out the online Compliments, Comments or Complaints for the Council, or download the Compliments, Comments and Complaints form to complete by hand.
Equality and Diversity
If you would like a form in a larger format or a different language please contact:
The Community Relations Officer
Council of the Isle of Scilly
Town Hall
St Mary's
Isles of Scilly
TR21 OLW
Tel 01720 424046
Email: communityrelations@scilly.gov.uk
