Feedback and Complaints

Customer Feedback

We would like to hear from you. Listening to our customers is at the heart of what we do. Please tell us if you have any ideas or suggestions as to how we can improve our service.

We will analyse information provided by our customers to help us to improve our policies, procedures and performance.

How Do I Give You My Views?

• You can fill out our online feedback form in the links section
• You can email the feedback team
• You can write to The Feedback Team, Boston Borough Council, Municipal Buildings, West Street, Boston, Lincolnshire, PE21 8QR
• You can speak to one of our customer services advisors in person at the above address during working hours
• You can telephone 01205 314200

If you wish to provide feedback or compliment us on our service, and/or receive a response in a different way, please contact us and we will do our best to accommodate your needs.

Complaints

Please let us know when things go wrong. We always try and get things right first time. However, we appreciate that this doesn't always happen.

If you are not satisfied with the service you have received, please let us know in the first instance by contacting the department concerned or by speaking to one of our customer services advisors and we will do our best to put things right. However, if you still remain dissatisfied, then please make a formal complaint.

Each formal complaint received will be recorded on a register which is used to report and monitor the council's performance.

It is important that we learn from our mistakes and therefore the outcomes of some complaints will be used to improve our procedures, performance and service to the public.

More information is available in the feedback policy - available in the links below.

How To Make A Complaint

A complaint will be accepted in the following formats:

• You can fill out our online feedback form in the links section
• You can email the feedback team
• You can write to The Feedback Team, Boston Borough Council, Municipal Buildings, West Street, Boston, Lincolnshire, PE21 8QR
• You can speak to one of our customer services advisors in person at the above address during working hours
• You can telephone 01205 314200

If you wish to make a complaint and/or receive a response in a different way, please contact us and we will do our best to accommodate your needs.

If you are not happy with the way in which we have handled your complaint or the result, you can contact the Local Government Ombudsman.

Local Government Ombudsman

You can contact the Local Government and Social Care Ombudsman at:

                    PO Box 4771
                    Coventry
                    CV4 0EH
                    Tel: 0300 061 0614

You are advised to take up your problem with us first, before contacting the ombudsman.

Councillor Complaints

There is a separate process for Councillor complaints with details in the useful pages section.