The Council prides itself on the high quality of the service it provides to its customers, but we realise that we don't always get it right. We want to learn from our mistakes so as to avoid them in the future, and the feedback you give is vital in helping us to do this.
We therefore welcome your complaints both as part of our drive for continuous improvement and in order to put right any wrong you as the customer might have suffered.
If we have promised to do something and have not delivered, if we have made a mistake in advising you, or if the quality of service simply does not live up to expectations then we want to hear from you.
The quickest and easiest way to send us your feedback is to complete our online form below. If you provide your e-mail address we will automatically send you a confirmation e-mail confirming that we have received and are actioning your request.
Under the Data Protection Act, gathered data will not be used for marketing purposes and you will not receive unsolicited emails or other correspondence.
Via our customer service staff at any council office in Buxton, Chapel-en-le-Frith or Glossop or direct to an officer of the service area concerned.
Direct to the service area concerned or via our Freephone complaints line on 0800 0284699.
By using our feedback form.
Correspondence can be sent to the following freepost address:
Freepost RLYH-BRZE-AGZU
High Peak Borough Council
Corporate Customer Liaison Officer
High Peak
Derbyshire
SK23 0QJ
We operate a three stage procedure with the aim of resolving complaints as soon as we can.
Your complaint will be acknowledged within 1 working day of your complaint being made.
Your complaint will be passed to the service concerned and an officer from the appropriate area will contact you within 10 working days with a view to resolving the problem.
If your problem isn't resolved at Stage 1 you can ask that the matter is reviewed by the director for the service area concerned.
At this stage you will receive an acknowledgement within 1 working day. The director for the service area concerned will review the matter and contact you within 20 days with a view to resolving the problem.
If you remain dissatisfied you can ask the Chief Executive to review the matter.
The Chief Executive may chose to appoint an officer, independent of the service area complained of, to consider whether the action taken at Stages 1 and 2 is appropriate and whether further steps to resolve the matter should be taken. At this stage you will receive an acknowledgement within 1 working day and a full response within 10 working days.
If you remain dissatisfied at the end of this period then you can contact the Local Government Ombudsman to undertake a review of your complaint independently of the Council.
The Council is committed to using the information it receives from complaints to improve its services and undertakes regular reviews of this information with the aim of avoiding the same mistake being made twice.
The council is keen to hear any comments and compliments that customers may wish to make about the services we provide and would encourage them to submit these to us using the same communication methods as above.