Runnymede recognises the important of excellent customer care for every resident and customer. A key part of this is an open, responsive approach to customer feedback and complaints.
If you have been impressed by the way we have provided our services, or if any of our staff have excelled in their duties, we would like to hear from you. Any comments received will be passed on to those responsible so they will know their efforts are appreciated. The Council also welcomes suggestions you have for improving the way services are provided.
If you feel something has gone wrong, we would like to think that in the majority of cases complaints could be resolved by speaking to the member of staff who dealt with you in the first place. We would encourage you to do this so we can put matters right quickly and with the minimum of fuss. If your complaint is not resolved, please see our Complaints Procedure which will tell you how we formally deal with complaints.
To submit a compliment, comment or complaint, please complete our Feedback form.
Complaints against councillors
Complaint against our councillors and co-opted members must be referred to the Council’s Monitoring Officer for investigation. Details of how to make a complaint and how we deal with these can be found in our constitution (page 149). We also maintain a register of complaints against councillors.
The Council strives to provide high quality services to the best of our ability to all our residents. We recognise however that we do not always meet the standards we set ourselves. Your complaints are as important as they help us to identify where things have not gone as well as we would want them to. We monitor all complaints so that we might learn from what you tell us.
Every year we analyse the compliments, comments and complaints we receive and then report to Members on any trends emerging. This way we can ensure that feedback received helps to drive through service improvements.
Vexatious Complaints Protocol