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Complaint? We're listening

We aim ...

We aim to give you, our customer, the best possible service, but we sometimes make mistakes and, when we do, we want to investigate and put things right as quickly as possible. If you have a complaint about Portsmouth City Council, whether it concerns our services or our staff, we promise we will:

• take it seriously
• treat you with courtesy
• investigate fully and promptly
• resolve your problem as best we can
• respect your right to take your complaint further if you're not satisfied.

Please don't hesitate to make a complaint as it gives us an opportunity to improve our service to you. All we're concerned about is putting things right.

You can make a complaint by:

• telephone
• letter or
• e-mail.

What's a complaint?

A complaint is usually about a specific incident, such as:

• the way we responded to your original problem
• the attitude or behaviour of our staff
• our failure to meet our standards of performance.

How we deal with your complaint

• Departments will deal with your complaint immediately if at all possible.
• We aim to settle complaints within ten working days.
• If the matter is complicated and is likely to take longer we will contact you within 3 working days to explain how we intend to deal with the complaint and how long we expect that to take. You'll also be given the name and contact number of the officer dealing with your complaint.
• If you want to, please bring a friend or adviser to accompany you or help you make a complaint in person. We can also provide an interpreter.

Complaints feedback

If you have made a complaint and would like to comment on how we dealt with it, please print out the form below, fill it in and post to us at:

City Helpdesk
Portsmouth City Council
Civic Offices
Guildhall Square
PO1 2BG

Associated documents:

• Complaints feedback form  (0.11 MB)

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