Customer feedback and complaints policy

To provide feedback or to make a complaint, please use the contact details below.

Online

You can submit feedback or make a complaint at Customer feedback and complaints.

Email

Email your feedback to foiandcomplaints@stockton.gov.uk.

Phone

Phone us on 01642 527521. Your call will be put through to the Information Governance voicemail service. Messages are regularly checked Monday to Friday, 9am to 4pm. Voice messages are responded to within 1 working day.

Post

Write to us at:

Information Governance Team
Information and Improvement
Stockton-on-Tees Borough Council
Dunedin House
Columbia Drive
Thornaby
Stockton-on-Tees
TS17 6BJ

Social Media

In line with this procedure, the Council will not respond formally to complaints which have been uploaded to any social media platform. Please use the contact details outlined above.

Privacy Information and Data Protection

All personal information collected is for the purpose of responding to customer feedback and complaints and will only be shared with relevant service areas of the Council or third parties where the law enables the Council to do so, for example, MPs or Councillors. For more information about how the Council processes your personal information visit Data protection and access to information.

Confidentiality

The Council considers the importance of confidentiality when handling customer feedback and complaints. However to enable a complaint investigation to be undertaken, personal information will be shared with the investigating officer and on occasions other officers where necessary. Personal information will not be shared with anyone unnecessarily and will be handled in line with data protection legislation.

If information is given to the Council in confidence, the information will not be disclosed without consent, unless the Council has a legitimate or legal reason to do so for example a safeguarding concern regarding a child or young person.