Way, way back in November 2008 we tried to get some financial information (all £175,000 of it) from Salford Council about the expansion of its magazine, LIFE, and we wanted it in time for a meeting at the Town Hall. The info never arrived until after the meeting was held so we complained via the official online form…and complained…and complained…and complained…and complained with absolutely no response.
Over three months later we still haven't had a response…despite the Council website stating that a complaints officer will respond "within three working days" and "all complaints will be resolved within ten working days"
Here's the whole correspondence for your amusement…
From the online complaints form...originally sent 3rd Nov 2008
Details of your comment, compliment or complaint
On 23.10.08 I requested from Salford Council's press office a detailed breakdown of expenditure figures quoted in the Lead Member's decision to increase the frequency of the Council's LIFE magazine. I understand that the request was passed on to Susan Wildman, Head of Marketing, for a reply.
Despite numerous e-mails and a phone call asking for the information this was not supplied. Crucially, I was to ask questions on the expenditure at the Strategy and Regeneration Scrutiny Committee which `called in' the decision. This meeting was held yesterday (3rd Nov) at 1pm. The information was not forthcoming before this meeting. Yet when I arrived at the meeting, members of the committee had this information in front of them. The e-mail from the press office with the information I requested was sent to me at 15.04pm yesterday - after the meeting was held. I can only assume that this was a deliberate and shocking attempt to stop a member of the press/public taking a fully informed part in the democratic process.
If a complaint is being made, what action do you feel should be taken to resolve it?
I feel that whoever was responsible for providing this information should be hung, drawn and quartered, with her head on a pole outside the town hall. At the least!
Salford Council Response: Nil
Complaint About A Complaint – sent 5th December 2008
Details of your comment, compliment or complaint
This is a complaint about a complaint...I made a complaint to the council on 3rd November re information for the Scrutiny Committee on LIFE IN Salford magazine and have heard nothing since.Aren't you supposed to get back within 3 working days and resolve it within 10 working days? It's now been over a month. Can you let me know what's happening with it.
If a complaint is being made, what action do you feel should be taken to resolve it?
I think the head of the complaints officer should be put on a pole outside the town hall, along with the head of the person I was complaining about in the first place!
Salford Council Response: Nil
Complaint About A Complaint About A Complaint – sent 6th Jan 2009
Details of your comment, compliment or complaint
This is a complaint, about a complaint, about a complaint I first made on 3rd Nov 2008 re information for the Scrutiny Committee on LIFE IN Salford magazine. I followed this up with a further e-mail on 5th December 2008 and have still heard nothing. Aren't you supposed to get back within 3 working days and resolve it within 10 working days? It's now been over two months. Can you let me know what's happening with it? Does anybody actually read these complaints or do they go straight in the bin?
Salford Council response: Nil
Complaint About A Complaint About A Complaint About A Complaint– sent 19th Feb 2009
Details of your comment, compliment or complaint
Hello – is there anybody there?
This is a complaint about a complaint, about a complaint, about a complaint I first made on November 3rd 2008 for which I got no reply. So far I have written to you on 5th December and 6th January with no response. So for the fourth time of asking I am writing to complain about the lack of response to my complaints, as well as my original complaint for which I still haven't had a reply. If you'd like to see copies of my previous complaints about complaints please let me know.
It states on your website that complaints should be dealt with within 3 working days and resolved within 10 working days. Did you mean months or days???? At this rate I'll be sending you a Christmas card with complaints on. Life's too short. Please respond...
If a complaint is being made, what action do you feel should be taken to resolve it?
I feel that any acknowledgement of my existence will do at this point!
I'm also going to post this on the Salford Star website so that the whole world can see the great complaints procedure at Salford Council!
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