As part of our committment to continually improve the service we provide to our customers we are asking for feedback about the Corporate Complaints Procedure.  We will use this feedback to monitor if the procedure is working well for you and if there are any ways we can improve it.

Please note: Completing this survey will not mean your complaint is re-opened or that any new complaints are made.

Please tell us what your views are of the Corporate Complaints Procedure:

How easy was it?

Q1.	Did you know about the complaints procedure before making a complaint?
	Yes
	No

Q2.	How did you find out how to make a complaint?
	A friend or relative		Poster in a council esatablishment
	Through Stoke on Call		The council's website
	Other council staff member		Another organisation
	Council publications		A Councillor or MP
	Customer Feedback leaflet		Other

	Please state which Council Publication:

	Please state which Council Establishment:

	If other, please state how:

For the following questions please give us a score of 1-10 with 1 being very poor and 10 being excellent:

Q3.	How easy was it to understand how to make a complaint?
	1		2		3		4		5		6		7		8		9		10

Q4.	How easy was it to make your complaint?
	1		2		3		4		5		6		7		8		9		10

Q5.	How easy was it to contact the council about your complaint during the investigation?
	1		2		3		4		5		6		7		8		9		10

Q6.	If we scored less than 10 for the above questions, what would we need to do to score 10?

Helpfulness of Staff:

Not considering the outcome of your complaint, please tell us how helpful and fair you think the council were in dealing with your complaint.

For the following questions please give us a score of 1-10, with 1 being very poor and 10 being excellent:

Q7.	How polite, friendly and helpful were the staff who dealt with your complaint?
	1		2		3		4		5		6		7		8		9		10

Q8.	How fairly were you treated by the council during the investigation?
	1		2		3		4		5		6		7		8		9		10

Q9.	If we scored less than 10 for the above questions, what would we need to do to score 10?

Complaint Response:

Q10.	Were you given clear timescales for when you could expect a response to your complaint?
	Yes
	No

Q11.	Did the response tell you how to escalate your complaint to Stage 2?
	Yes
	No

Q12.	Were you happy with the response to your complaint?
	Yes
	No

For the following questions please give us a score of 1-10, with 1 being very poor and 10 being excellent:

Q13.	How well did the response address all the issues you had raised in your complaint?
	1		2		3		4		5		6		7		8		9		10

Q14.	How easy was it to understand the response?
	1		2		3		4		5		6		7		8		9		10

Q15.	Overall how satisfied are you with the way your complaint was handled?
	1		2		3		4		5		6		7		8		9		10

Q16.	If we scored less than 10 for the above questions, what would we need to do to score 10?

Q17.	If you have any further comments on the Customer Feedback Procedure or ideas on how it could be improved, please use the space below for your comments:

Personal Details (optional):

	Name:

	Address:

	Postcode:

	Telephone:

To help us meet our duties under equality legislation and in line with our policy on equality and diversity, please provide us with the following details.

You do not have to complete this section if you don't want to, but it may help us to monitor and improve our services if you do.  Please answer any questions you feel comfortable with.  The information you have supplied will be kept confidential.

	Gender:
	Male
	Female

	Ethnicity:
	Asian or Asian British		Black or Black British		Chinese or other ethnic groups		Mixed		White

	Bangladeshi		Indian		Pakistani		Any other Asian background

	African		Caribbean		Any other Black background

	Chinese		Other

	White and Asian		White and Black African		White and Black Carribean		Any other mixed background

	Polish		British		Any other mixed background
	White background		White Irish		Other
	Gypsy/Roma		Irish Traveller

	Age Group:
	Under 18		18-25		26-34		35-44		45-60		60+

	Sexuality:
	Opposite sex (hetrosexual)		Same sex and opposite sex (bi-sexual)		Same sex (lesbian/gay)		Other

	Religion:
	Christian		Other		Jainism
	Hindu		Sikh		Rastifarianism
	Jewish		Baha'l Faith		Zoroastrianism
	Muslim		Buddism
	None		Islam

	Disability:
	Yes
	No

Thank you for your time.