How GMCA deals with complaints
We want to make sure that when you tell us that you are not happy with something your complaint is dealt with fairly and sorted out as quickly as possible. We have tried to make our complaints process as straight forward as possible, which is set out below.
Step One - Informal Complaint
Where possible, an officer of the GMCA will do their best to help resolve the issue for you.
Call 0161 778 7000
Post
c/o Assistant Director - Governance and Scrutiny
GMCA
Broadhurst House
56 Oxford Street
Manchester
M1 6EU
When you contact us, please give us your name and address - including your postcode - and your phone number. If you prefer, you can ask a friend or relative to speak or write to us for you.
If you are not happy with the outcome of this you can go through a formal complaints procedure which is outlined below.
Step Two - Formal Complaint
If the officer have not been able to help put things right, or you are not happy with the result, the next step is for you to make a formal complaint.
At this stage, we need all the details of your complaint in writing. You can do this by completing our Complaints form or by writing to us.
Post
c/o Assistant Director - Governance and Scrutiny
GMCA
Broadhurst House
56 Oxford Street
Manchester
M1 6EU
Your complaint will be handled by a senior manager in the team you're complaining about.
For all complaints we will:
- let you know that your complaint has been received within 3 working days.
- provide you with a full response within 20 working days, or explain why it might take longer.
- give you details of who has investigated your complaint and their decision on it.
- advise you on how to take your complaint further if you are still unhappy with the result.
Step 3 - Complaint Review
If you have been through Steps 1 and 2 of the complaints procedure and you are still not happy with the results of the investigations, you can ask the GMCA’s monitoring officer to review your complaint. Please do this within 10 working days of receiving the outcome of your complaint.
The GMCA’s Monitoring Officer will write to you within three working days to let you know:
- that they are reviewing your complaint
- approximately how long it will take us to carry out the review
- when they will send out a written reply
We aim to complete a complaints review within 25 working days.
Dealing with Repeating Complaints
We are committed to dealing with all complaints fairly and impartially, and to providing a high quality service to those who make them. However, there are occasions when contact from a complainant becomes too frequent or complex that it hinders our consideration of their complaints, or those made by other people. We refer to such complainants as either vexatious or unreasonably persistent, and in such cases we may take action to limit the contact the complainant has with us. Such occurrences are rare, and we will first write to the complainant to advise that their contact is no longer considered reasonable.
Policy on the Management of Unreasonable Complainant Behaviour (Word document)
If you'd like to take things further
– Local Government and Social Care Ombudsman
We really hope we are able to resolve any complaints you might have. If however, you are unhappy with the action we have taken, you may want to contact the Local Government and Social Care Ombudsman.
You can contact the Local Government and Social Care Ombudsman about your complaint at any time. However, the Ombudsman usually gives the Combined Authority the opportunity to investigate first.
You can contact the Local Government and Social Care Ombudsman by:
Post
Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 OEH
Phone 0300 061 0614
Text 'call back' to 0762 480 3014
Local Government and Social Care Ombudsman (external website)
You can get leaflets about how to complain to the Local Government and Social Care Ombudsman from any of Council's offices or any library.