At Derbyshire Dales District Council we take pride in the way we deal with our customers. We try and provide you with efficient and high quality services at all times.

We recognise that despite our best efforts sometimes things go wrong and when this happens we need to know.

Telling us when things are not working as well as they should, helps us deal with your problem and means we can look at preventing similar problems in future.

Our promise to you

Through our Complaints Procedure we promise to:

• Listen to what you, the customer, has to say about the services we provide or the way in which our staff have handled a particular issue.
• Respond to complaints promptly and fully.
• Change the way we do things if necessary

This section sets out the Council's Complaint’s Procedure and provides a step-by-step guide to the process.

Step 1 – Getting in touch

In most cases, service problems can be dealt with quickly and efficiently by the department concerned. The Officer you talk to will probably be able to help you there and then, or at least indicate if your complaint can be resolved.

Click to see a list of the departments, contact telephone numbers and the services provided . You can contact the Council by telephone, letter, email or in person.

If you prefer, you can make an appointment and call into Matlock Town Hall, where our reception staff will direct you to the right department. If this is difficult, alternative arrangements can be made such as meeting nearer where you live.

You can also contact your local Ward Councillor. Click for Councillor Contact details.

Step 2 – Making a Formal Complaint

If, after talking to an Officer, you are not satisfied, it is a good idea to set out all the facts clearly by making a formal complaint in writing and telling us how we can remedy matters. Your complaint will be dealt with by the Council's Head of Democratic Services, who acts as the Complaints Officer. You can write to: The Complaints Officer, Derbyshire Dales District Council, Town Hall, Matlock DE4 3NN.

Step 3 – Our response to you

The Complaints Officer will need time to fully investigate your complaint and respond. 

He/she will provide a written explanation about your complaint within 10 working days of receiving it, or acknowledge your correspondence within 3 working days of receipt and indicate when a reply is likely to be given.

Step 4 – Review by the Chief Executive

If you are not satisfied with the way in which the Complaints Officer has dealt with your complaint you can request that the Chief Executive reviews it. If you take this step, your complaint will be forwarded to the Chief Executive unless it is concerned with:

Purely factual disputes - or Complaints concerning planning applications except where the Council's procedures have not been followed.

The Chief Executive will reply within 10 working days of receipt of your review request, or acknowledge your correspondence within 3 working days of receipt and indicate when a reply is likely to be given.

Step 5 – The Government Ombudsman

At any time, you have the right to refer your complaint to the Local Government Ombudsman. This is an independent person who looks into complaints of maladministration (bad-practice) against local authorities. The Ombudsman who deals with Derbyshire Dales District Council can be contacted at: