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SVPP complaints, comments and compliments

The Stour Valley and Poole Partnership (SVPP)

We provide the revenues and benefits services for Borough of Poole, Christchurch Borough Council, East Dorset District Council, and North Dorset District Council. The partnership is fully governed by a joint committee and monitored by a scrutiny panel, represented by members from each council.

We aim to get it right first time, every time. If we do something that does not meet your expectations please contact us straight away. A quick conversation is usually all it takes to put things right.

Send feedback: a comment, or compliment

Please send a compliment when you receive great service. We will ensure your compliments are registered and employees are given praise for their commitment and customer service.

Please send us comments about our services. If we identify when a process has not been effective we can try to improve our processes and procedures for the future. We aim to publish our feedback results alongside our customer charter.

Complaints procedure

If you wish to make a formal complaint please use our feedback and complaints form. For more information, read our full complaints policy. Please note that this does not include disputes about entitlement to Council Tax support of Housing Benefit.

Stage one

Once you have submitted your complaint with any accompanying documents, it will be referred to the appropriate manager for investigation and response.

Your complaint will be acknowledged within 3 working days.

You should expect to receive a response within 15 working days.

If we need longer to provide a full investigation and response you will be informed.

We will provide information on the next stage of our policy.

Stage two

If you remain dissatisfied following stage one, you can request for your complaint to be referred to the service manager for a review and response.

Your stage 2 complaint will be acknowledged within 3 working days.

You should expect to receive a response within 20 working days.

If we need longer to provide a full investigation and response you will be informed.

Where a complaint is brought to the attention of an Elected Member, details of the outcome of our investigation will be provided to the relevant council.

Local Government Ombudsman (LGO)

If you remain dissatisfied following a stage two response, you have the right to contact the LGO.

 
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