Introduction

Our feedback policy has been developed to cover three elements, compliments, comments, concerns and complaints. Providing good quality services is important to us and comments from our stakeholders are an important way to help make us improvements to what we do and the way we do things.

Feedback Policy

We aim to provide good quality services and your comments are important in shaping our services.

We are pleased to get your comments and views, and aim to use what you tell us to make improvements. To help us do this, we have a customer feedback scheme so that you can compliment us, make comments about what we do, raise concerns and make complaints.

If you want to give us feedback please email us at feedback@humberlep.org or telephone us 01482 485262.

Compliments, comments, concerns and complaints

Compliments
When we get a compliment we will tell the people you are pleased with. We will tell you when we do this and show others what you think we do well.

Comments
If you complain about why we do things, not what we do, we will treat that as a comment not as a complaint. We welcome your suggestions as to how we can improve our service we delivery.

Concerns
You may wish to tell us to look at something to help avoid a problem happening.

When we get a comment or concern, we will –

We may publish compliments and comments in some of our publicity. We will not publish your details if you ask us not to.
Complaints
Our definition of a complaint is:

“An expression of dissatisfaction with the LEP’s quality of service – whether that service is provided directly by the LEP or by a contractor or partner – that calls for a response.”

Wherever possible, we will agree a suitable solution and carry it out as soon as possible. We will also try to avoid the same thing happening again.

When dealing with your complaint we promise we will –

What happens to my complaint?

Stage 1 – We will let you know we have your complaint within 3 working days and aim to send a full response within 10 working days. If we need more time, or signed permission from the complainant if you complain on their behalf, we will tell you when we expect we can answer in full.

When you have our full answer, if you are happy or if we do not hear from you within 28 days, we will close the complaint.

Stage 2 – If you are not happy tell us why. A different person will look again at your case, using your additional information to help us. We aim to send a full response within 20 working days.

When you have our full answer from Stage 2, if you are happy your complaint is resolved or if we do not hear from you within 28 days, we will close your complaint.

Stage 3 review – You can end your complaint under the LEP’s procedure OR you can ask if a panel of Board members to look at your complaint.
Board Member Panel

If you are still unhappy after Stage 2 you can request that a panel of LEP Board members looks at your complaint. Not every case can go in front of the Board. Your request will be looked at carefully and you will be told, within 20 working days, if the panel agrees to consider your complaint. You will be invited to state your case in person if you wish and can bring a friend or family member. You will usually be given the outcome at the end of the meeting.

When you have our answer, if you are happy your complaint is resolved, or if we do not hear from you within 28 days, we will close your complaint.

Please note: If you ask us for a Stage 3 review after your complaint was closed (outside the 28 day timescale) please tell us your reasons for the delay.

This ends the LEP’s complaints procedure.

Still dissatisfied after the procedure has finished?

For most complaints relating to Local Government, you can contact:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH

Telephone: 0300 061 0614
Fax: 024 7682 0001
Text ‘callback’ on: 0762 480 3014

Textphone via the Text Relay service (formerly Typetalk)
Website:
www.lgo.org.uk

Please note: The Ombudsman will not normally consider a complaint which has not completed the full complaints procedure

Contact us

If you want to give feedback to the LEP about its quality of service please contact us at:

Post:  Wykeland House, 47 Queen Street, Hull, HU1 1UU

Tel. 01482 485260 

Email: feedback@humberlep.org