Compliments and Complaints
At the Chilterns Conservation Board, we aim to be open and accountable. We welcome all feedback, positive and negative, to understand what we are doing well and where we can improve.
We strive for high standards and appreciate feedback when our team members go above and beyond, or that lets us know when we are doing something well. If you wish to let us know your views, comments, suggestions or compliments – please do contact us.
We also recognise that sometimes we may fall short of our high standards. If you feel we haven’t met your expectations, below is the process for letting us know.
The complaints procedure
Definition
We view a complaint as any expression of dissatisfaction with the services or staff of the Chilterns Conservation Board.
Aim
We want to learn from the complaints we receive and deal with them in a timely manner.
Privacy
The identity of the person making the complaint will only be made known to those members of the board or its advisors who need to know for the purposes of dealing with a complaint. Care is taken to maintain confidentiality where circumstances demand. Where this is not possible, the complainant should be advised.
The Board ensures that complaints are dealt with impartially, objectively and professionally and people need not fear that they might suffer adverse treatment because of their complaint.
The Complaints System
Our complaints system has 3 basic stages:
Stage 1 (Initial Complaint): Contact the person or section you are already dealing with, or about which/whom you want to complain, and express your concerns. (If you aren’t sure who to contact, please see the ‘Staff team’ page of the website). Complaints can be made verbally face to face, by telephone, email, letter or if you would find it helpful, please use the Complaints Form. (There is no requirement for you to use this form.)
Please tell us: a) what the problem is, and b) what you would like us to do about it.
Stage 2 (Senior Manager): If you are unhappy with the outcome at Stage 1, you can ask for your complaint to be referred to the Chief Executive Officer. This should be done by letter, the complaints form or a report.
Stage 3 (Chair of the Board): If you are still unhappy after the outcome of stage 2, you can ask for the complaint to be investigated by the Chair (of the Board). This should be done by letter, the complaints form or a report.
The Board aims to have a clear record of what the complaint is about before it considers how to deal with it.
What is not covered by this Complaints System
Some complaints are covered by a different procedure and may be dealt with in different ways – if this applies to your complaint, we will let you know.
For example:-
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- Complaints about Board Policy will be dealt with by the Chief Executive Officer, who will decide if the matter needs referring to the Board.
- Complaints about Board Members are handled by the Monitoring Officer of their Local Authority or if the complaint is about a Secretary of State appointed Board Member our own Monitoring Officer needs to be contacted via our office on 01844-355500 or via email: office@chilterns.org.uk . ‘Misconduct’ is where a member of the Board acts in a way that breaches (breaks) any part of their local code of conduct.
- Data compliance related complaints should be reported to the Data Protection Officer.
- Some complaints may be better dealt with through the courts.
Allegations of criminal behaviour require special care. The Board should ensure that it does not deal with an allegation in a way which would hamper a police investigation. The safest course of action is to consult the police before taking action.
The Monitoring Officer should be alerted to other kinds of illegal actions by the Board.
Complaints of financial impropriety should be referred to the Head of Finance, the Monitoring Officer and /or the Chief Executive Officer.
Timescales
At each stage we aim to acknowledge each letter within 10 calendar days and send a response within 28 calendar days (or a letter explaining the reasons for the delay and a new reply date). We will, of course, try to acknowledge and respond to your complaint much sooner if we can.
Need any help?
If you require assistance in making your comment, compliment or complaint, please let us know when you contact us and we will try and help you – for example, if English is not your first language, or you have a disability, or you need help understanding what to do.
This information can be made available in a variety of languages and formats, e.g. large print.
Contact details
Remember, at stage 1 of our complaints system, please contact the person/persons with whom you are dealing, or about which you wish to complain.
If you don’t know who to contact, please use the following:
- Telephone – please call our office on 01844-355500 and ask them to put you through to the relevant person.
- Website – look at www.chilterns.org.uk
- Email – send to office@chilterns.org.uk
- Letter – send to the Chilterns Conservation Board, Chilterns National Landscape Office, The Lodge, 90 Station Road, Chinnor OX39 4HA
- Visit our office.
The Local Government Ombudsman
If you remain unhappy with the Board, you can ask the Local Government & Social Care Ombudsman to look at your problem. This service is free and totally independent of the Chilterns Conservation Board. Their Advice line telephone number is 0300-0610614, website is at www.lgo.org.uk and address is The Local Government and Social Care Ombudsman, 53-55 Butts Road, Coventry CV1 3BH.
The Ombudsman will not normally investigate your complaint until it has been considered under our Feedback and Complaints procedure.