Craven District Council is committed to providing the highest level of service to all our customers
We actively encourage feedback, both good and bad, from customers to help us improve
Complaints
We define a complaint as an “expression of dissatisfaction about Council Services that requires a response”
We have a Complaints and Compliments procedure which is designed to make sure we ‘right the wrongs’ and continually improve our services
You can read more about our Complaints, Compliments and Comments procedure here
How we can help
To make sure we can provide the best possible advice, you might want to consider if there are other ways we can help by:
- Reporting an environmental problem, such as fly-tipping, dog fouling, noise or an abandoned vehicle
- Reporting a missed bin collection
What we can't help with:
Some services are carried out by North Yorkshire County Council. These include:
- Gritting roads in the winter
- Road maintenance including potholes
- Street lighting
- The condition of pavements
These are the responsibility of North Yorkshire County Council. Use this form to make a complaint to North Yorkshire County Council
Roadworks
Use the North Yorkshire County Council online roadworks map to find out about roadworks in your area
What happens after I make a complaint?
- Once the complaint is received we will acknowledge the complaint, undertake an initial assessment of what action is required and attempt to resolve the complaint within five working days
- If we cannot resolve the complaint within five working days, we will refer the matter to the appropriate Service Manager for a more detailed response. We will also advise the person who made the complaint of the next steps. The Service Manager will aim to deal with the complaint within 10 working days. If we are unable to do so, we will advise on when the response will be ready
- If the person making the complaint is not satisfied following the response from the Service Manager, the complaint will be referred to the Council’s Chief Executive. The Chief Executive who will either deal with this personally, or refer the complaint to a member of the Council’s Corporate Leadership team. We aim to respond within 10 working days. If we are unable to do so, we will advise on when the response will be ready
Download the Complaints, Comments and Compliments Procedure
If you are not happy with the Council's handling of your complaint, you can refer it to the Local Government Ombudsman: you can find further details on the Local Government Ombudsman web site.
Customer Charter
We promise to:
- Be friendly, approachable and professional
- Treat you politely and not discriminate against you because of your race, religion, age, sex, sexuality or disability
- Be easily identifiable by wearing a name badge
- Ensure visitors are seen by a Customer Adviser within 3 minutes
- Answer telephone calls within 5 rings and ensure you can speak to the person you want to speak to
- Reply to phone messages on the same working day
- Respond to letters and faxes within 5 working days
- Make available a private interview room
- Arrange for an interpreter or British Sign Language signer if you need one
- Make other arrangements to see you if you cannot visit our office because of illness or disability
- Be on time for appointments, or let you know if we are going to be delayed
We welcome your constructive feedback about our service