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South Bucks District Council
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Complaints

There are many ways in which you can give the Council feedback:

via our online Comments and Complaints form

  • by e-mail at sbdc@southbucks.gov.uk
  • by letter to South Bucks District Council, FREEPOST SL9 630, Capswood, Oxford Road, Denham, Uxbridge. UB9 4BR
  • by fax on 01895 832750;
  • by telephone on 01895 837200
  • by visiting the Council's main offices. Please telephone first, to check when the person that you need to see will be available.

 

You can also contact our sports centres direct: Beacon Centre 01753 677764; Evreham Sports Centre 01753 672610; Farnham Park Golf Course 01753 643332; The Lanes Golf Course 01753 554840.

Contact Information and Opening hours.
 

Office Opening Times

Mondays - Thursdays - 9.00am - 5.00pm
Fridays - 9.00am - 4.30pm
Weekend - CLOSED
 

Telephone Opening Times

Mondays - Thursdays 8.45am - 5.15pm
Fridays - 8.45 am to 4.45pm
 

Tel:01895 837200
Email: sbdc@southbucks.gov.uk


Our Complaints Procedure
Most problems can be nipped in the bud, without the need for you to make a formal complaint. If you are dissatisfied with one of our services, please contact the team or member of staff involved. If this does not deal with your concerns, or if you wish to make a formal complaint, we operate a 3-stage procedure.


Our Three-Stage Approach
Whilst we hope to resolve complaints at an early stage, our procedure gives you the option of taking your complaint further and asking the Council to take a fresh look at the issues. At each stage, we will acknowledge receipt of your complaint, and send you a full, written reply within 10 working days. If we need longer to investigate thoroughly, we will let you know why within the 10 day limit and also how long it will take.

Stage 1: Please contact (ideally, in writing) the team or member of staff who provides the service.

Stage 2: If you are not satisfied with the reply, please notify the relevant Head of Service (ideally, in writing) within 20 working days.

Stage 3: If you are not happy with the Service Head's reply, please write to the Chief Executive within 20 working days.

If you remain dissatisfied with the Council's response to your complaint, you can refer the matter to the Local Government Ombudsman.


Our Customer Response Targets

We aim to:

  • answer telephone calls within 5 rings during office hours. At peak busy periods and when staff are unavailable, we may ask you to leave a message and we will return your call within one working day.
  • acknowledge all e-mails requiring a reply within 1 working day of receipt by the staff to whom they are addressed.
  • acknowledge letters of complaint within five working days of receipt, to confirm how the complaint is being handled and when you can expect a full reply.
  • send a full response to all letters and e-mails, which require a reply within 10 working days of receipt.