Your right to complain
Every year the Trading Standards Service helps hundreds of people. However, every so often someone comes away from our service feeling unhappy. Perhaps you had to wait for ages, only to find out that there is very little we can do for you. Perhaps you felt that you were not treated with respect or courtesy. Perhaps our advice didn’t help or it was wrong.
Unfortunately, these things happen. We know we are not perfect. But we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you.
We will always deal with you in a professional way, we will always treat your complaint seriously and we will always keep everything confidential.
What can I do?
It's important to let the us know that you're unhappy and give us the chance to put things right.
Don’t be afraid to speak to the Chief Trading Standards Officer or Deputy – they might be able to sort out the problem straight away. Otherwise, move to the more formal process.
Email the Chief Trading Standards Officer
We may also send you a Customer Satisfaction Survey. This helps us monitor and improve upon the quality of advice that we give you. Your response is anonymous and confidential. If you would like someone to speak to you regarding your feedback, put your contact details in the comments box in question 7.
Making a formal complaint
There are several ways to make a formal complaint which will be investigated by the Chief Trading Standards Officer:
- put the information in a letter addressed to the Chief Trading Standards Officer and send it to us, or drop it into the office
- tell us on the phone
- tell us face-to-face
Address for written complaints
The address for written complaints is:
Chief Trading Standards Officer
Trading Standards Service
9-13 Central Market
If your complaint is upheld, you will get a full apology and, where appropriate, be given details of any action that the Service is taking to put things right.
Responding to complaints
We will aim to respond in full to your complaint in eight weeks. However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.
Review of your complaint
If you are still not happy after the Chief Trading Standards Officer’s response, you can request a further review. The review will be conducted under the direction of the Head of Service for Economic Development, Tourism, Sport and Culture and should be sent to;
Head of Service
Tourism, Sport and Culture
7th Floor Cyril Le Marquand House