Compliments, comments and complaints COVID-19 advice and guidance
Due to new COVID-19 restrictions, the Council will be focusing its resources on priority services, dealing with the COVID-19 pandemic and supporting our residents and businesses. In light of this, we are extending the time taken to provide a response to your Freedom of Information Request (FOI), Subject Access Request (SAR) and Complaints by 20 working days respectively. Fo r SAR's and FOI's we will respond within 40 days and for complaints it’s 30 working days.
We will keep this under review.
If for any reason we are unable to provide the information you have requested, we will advise you why.
We are committed to providing excellent services and to delivering those services right first time for our customers. Where we succeed or exceed, we welcome feedback from customers who may wish compliment us on our service . Alternatively, customers may wish to comment on particular services the Council delivers and we welcome this interaction with our service users.
However, where we fail to deliver or our standards fall below our customers' expectations, we expect officers to take ownership and work with customers to resolve any issues. There will also be times when customers feel dissatisfied with the service they have received and wish to make a complaint. We recognise the value of customer feedback and strive to learn from and use the information to drive forward improvements to services.
The Council has complaints policies to ensure that our customers have the facility to raise concerns at a formal level. However, where possible, we will endeavour to find resolution in the most appropriate way. This means on occasions, we will contact our customers prior to registering a concern as a formal complaint to find resolution quickly and proportionally, this is the process that we call a ‘service response’.
More information on how we will deal with your complaint can be found here: Get in touch
We accept compliments, comments and complaints in all formats including:
If you give us your contact details when filling in the form we will always respond to you directly about your feedback.
Online Contact Form
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GENERAL DATA PROTECTION REGULATION
Rutland County Council is the data controller for the personal information you may provide. You can contact us by phone on 01572 722577, via email to email@example.com or by writing to us at Data Protection, Catmose House, Catmos Street, Oakham, Rutland, LE156HP.
Your information will be used so that we can response to your complaint and resolve the issues that you have raised within this form.
Your personal data may be shared with other teams within the council in order to provide a service to you, to ensure our records are kept up to date or otherwise where we are required to do so under other legislation. We may share the data with third parties if we are required by law to do so, this may include the Police or Government Agencies. We will not sell your data or use it for marketing purposes without your consent.
We will keep your data for a maximum of 6 years depending on the nature and outcome of your complaint. This is in accordance with guidance in the councils Document Retention and Records Management Policy and procedures.
You have the following rights under the GDPR. Please note not all of these rights apply to all processing. Further details on each right can be found on our website https://www.rutland.gov.uk
The right to be informed.
The right of access.
The right to rectification
The right to erasure
The right to restrict processing
The right to data portability
The right to object
Rights related to automated decision making, including profiling’
Rutland County Council would like to contact you to provide you with information on other Council Services. If you consent to us contacting you for this purpose please let us know.
If you are not happy with the way the council is handling your personal information you have the right to lodge a complaint with the Information Commissioner’s Office.