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Our performance

Customer Service Excellence

Revenues and Benefits Services continues to be successful in meeting the government Customer Service Excellence standard. This award has been held for over 15 years, and recognises our ongoing commitment to customer satisfaction and the high quality, customer focused service which the people of Middlesbrough have a right to expect.

A customer charter statement that sets out the standard of service you can expect from us is available to download on this page.


Compliments and suggestions

Your comments and suggestions are important to us. If you'd like to compliment us on our service or have any suggestions on how we may improve the service we provide, please complete and return the suggestions and compliments form.

Complaints

If you have a problem please speak to us first as many difficulties can be cleared up easily. If you're still not satisfied, you can use the complaints procedure.

You can either complain in person, by telephone or in writing. There is a complaints form available to complete. The form explains the time limits that need to be met at each stage.

The procedure for dealing with your complaint is as follows:

Stage 1: Informal Problem Resolution stage
The initial investigation will be made by the line manager responsible for the service area you are complaining about.

Stage 2: Formal Investigation stage
If you are not satisfied with our response at Stage 1 and want to take the matter further, a Senior Manager who is not responsible for your benefit claim will investigate your complaint.

If you remain dissatisfied at the end of Stage 2 and want to take the matter further (Stage 3), please contact:

Complaints Manager
Post:
Legal and Democratic Services
PO Box 503
Town Hall
Middlesbrough
TS1 9FX

Please explain why you aren't satisfied with the outcome of the investigation, and outline what you want the council to do to resolve the matter.

Ombudsman
The Local Government Ombudsman will not normally consider a complaint until the Council has had an opportunity to consider it under the above three stage procedure.

Read more about complaining to the Local Government Ombudsman.