Feedback and complaints
We are focused on delivering the best for our customers and have an aim to establish a reputation as an organisation that delivers excellent service and is truly customer focused.
Sometimes things go wrong and if this happens, we need you to tell us so we can try and put it right. We will do this by following our feedback procedure.
We define a complaint as being:
"An expression of dissatisfaction about the council’s action or lack of action; or about the standard of a service (where any investigation may identify how the council can implement change to make improvements). This can be whether the council took the action itself or a person acting on behalf of the council. We cannot investigate any feedback where there is a separate route of appeal, or where we will not be able to instigate an enhanced service as a result."
We encourage your suggestions and comments as these can help us improve our services and drive positive changes.
We also want to know when our staff have exceeded your expectations. Your compliments will be passed on to ensure our staff member or team are recognised.
We handle all feedback cases with the strictest confidence, promptly, politely and seriously.
To make a complaint, comment or compliment fill in the online forms below.
Alternatively, you can provide feedback to us through the following ways:
- Email firstname.lastname@example.org
- Telephone our Customer Services Team on 01271 327711 (Typetalk precede 18001)
- Write to us at:
North Devon Council
PO Box 379
- Visit one of our council offices
Feedback can be made on behalf of customers who are unable to make the case themselves. Our staff are available to help customers who are unsure what to do and support can be provided.
We can provide advice and information in alternative languages or formats.
What falls outside of our feedback procedure
We have a separate process for appeals against certain council decisions as these usually result from legal requirements as there is a separate route of appeal. For example:
- complaints against a councillor.
- parking fines
- council tax banding
- housing benefits decisions
- homeless decisions or allocated accommodation
- planning decisions, listed building consents and conservation
- objections to undecided planning applications