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Customer feedback and complaints policy


Stockton-on-Tees Borough Council is committed to providing excellent customer service. To support this aim, our culture of continuous improvement and customer excellence, the Council welcomes customer feedback to provide learning which supports improvements when they are required and feedback on what we do well.

The Council aims to promote a consistent approach to responding to customer feedback and complaints in terms of both quality and timeliness of service. The Council's performance with respect to customer feedback and complaints is monitored regularly and reported to senior officers and Members or Councillors to ensure that learning drives continuous improvement.

This policy provides you with relevant information about how you can send your feedback and complaints to the Council. Specifically, it also provides information regarding the available support to complainants when making a complaint.