Complaints about the service you have received from the
Business Rates office
Within the Business Rates office we aim to deliver a first class
service and we welcome feedback from you about the quality of the
service we provide. We recognise that occasionally the
standard of service offered might slip below that to which you are
entitled. You may also feel that a decision or action taken by
us has adversely affected you.
If you are dissatisfied in any way, we will look into the matter
for you, and either provide an explanation of our actions or, if
necessary, take steps to put things right.
As part of Harlow Council’s Complaints
Policy and Procedure, all complaints, in the first instance,
should be addressed to Contact
Harlow.
If it would help, you can obtain a complaints leaflet, which is
available from Contact Harlow. This
will explain in detail the procedures we carry.
If you would prefer a relative or friend to contact Harlow
Council on your behalf, or perhaps another organisation such as the
Welfare Rights and Advice Service, we
would be more than happy to deal with them as long as they provide
your signed authority letting them act on your behalf.
We aim to respond to all complaints within ten working days of
receipt. Sometimes a more detailed investigation may be
necessary and this may mean we need a little more time to
reply. If there is likely to be any delay, we will always let
you know.
If we are at fault, we will apologise and do everything we can
to put things right. If we do not consider we are at fault,
we will provide a full explanation why.
If you remain dissatisfied with our response, you may contact us
and ask for a further review to be undertaken.
Once a decision has been reached, you will be informed in
writing of the outcome.
If we have been unable to resolve your complaint, you may be
entitled to pursue the matter with the Local Government Ombudsman, an
independent person who investigates complaints against local
authorities.