Complaints and Compliments

 

Types of complaints that are dealt with using our official complaints procedure

You can complain if you think we have:

  • Done something wrong
  • Behaved unfairly or not politely
  • Not carried out a service to an agreed standard
  • Not responded to your request for a service within our stated timescale.

What is not an official complaint

A request for information or a service:

An explanation of policy or practice.

A request under the;

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Are all complaints dealt with the same way? 

Some complaints have separate appeals procedures. These include complaints about homelessnessplanningparking tickets, housing benefit and council tax reduction

How can I tell you about my complaint, comment or compliment?

Complaints, comments or compliments all help us to improve the way we do things, you can tell us about a complaint, provide positive and constructive feedback or make a comment using our Customer Services online form - this will immediately log your complaint or comment onto our system. You will receive confirmation and a unique reference number and password which will enable you to track the progress of your complaint or comment online.  Alternatively, you can call our complaints line on 01908 253817.

If you need to make a complaint about the service you have received from YourMK our Housing repairs contractor please contact them directly on the YourMK customer service email address. Housing repairs complaints are not dealt with through the MKC complaints process.   

Other ways of complaining

You may also wish to take the matter up through your local Councillor

Our Two-Stage Complaints Procedure

Stage 1 - In most cases problems can be sorted out quickly and satisfactory. You will receive an acknowledgement within 5 working days with a full response within 15 working days.  

Stage 2 - If you are unhappy with the outcome of your complaint you can request that the matter be reinvestigated at stage 2 of our complaints process. To request a further investigation please contact your investigating officer or the Customer Services Team within 20 working days of your response, setting out your reasons for dissatisfaction with the outcome at stage 1.  This information will then be reviewed, taking into consideration what has been investigated at stage 1 and your reasons for why this has not fulfilled your expectations.  If it is deemed that the council’s response will stay the same we may confirm a final decision at stage 1, however if we agree that a further investigation is required then the matter will be escalated to stage 2. 

If you remain dissatisfied with the Council's response following the 2 stages, you can contact your MP or the Ombudsman

In addition, you also have the right to take this matter up with your local Councillor. Names and contact details for your local Councillor are available by ringing Members Services on 01908 254249.  

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Data Protection Act

Anyone can make a complaint on your behalf, if you are unable to do so. They will need signed authorisation from you.  Please be assured that all complaints, comments and compliments will be dealt with in confidence.

Time limit for making complaints 

We will not normally consider a complaint that is made more than twelve months after the individual first became aware of the issue they want to complain about. 

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I'm a young person in care how can I give my feedback to the council 

Mind of my Own

Milton Keynes Council is using Mind Of My Own (MOMO) for hearing your voice and gathering your comments.

MOMO is a fuss-free way to put down your thoughts and send them to those who need to hear from you. This can happen anytime and anywhere.

Download the app or use it online http://www.mindofmyown.org.uk/how-it-works/

You can speak to your worker about how to use MOMO.

For any more information about MOMO, you can go to www.mindofmyown.org.uk.

You can also ask Emma Hosking emma.hosking@milton-keynes.gov.uk if you have any questions at all.

Last Updated: 13 June 2017