How should customers make a complaint?
Before making a formal complaint, we encourage customers to contact our customer relations team to discuss their concerns in detail. This provides an opportunity to gain clarity of the situation and, where necessary, put things right.
Should we not be able to address the concerns or rectify the situation, the customer may then choose to follow the appropriate complaints procedure, as detailed below.
An appointed customer relations adviser will act as a point of liaison between the customer and the service. They will find the required information and provide details of what has happened. Where the service is at fault, we will apologise and tell the customer what we will do to rectify the situation.
The customer relations team can be contacted by:
- completing our online form
- emailing CustomerRelationsTeam@lincolnshire.gov.uk
- writing to Customer relations team, County Offices, Newland, Lincoln, LN1 1YL
- visiting any of our offices that are open to the public
The customer should provide as much detail as possible including:
- what has happened or gone wrong from their perspective
- when it happened (or should have happened)
- why and how we could have done things differently
- what they think we should do to put things right
- their preferred method of contact and their contact details