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Comment or Complaint

 
One of our aims at Registration and Celebratory Services is to improve the quality of the service that we provide for you, our customers.  In order to ensure that we always do our best for you, we have tried to become better at listening to what our customers have to say.
 
WHY DO WE HAVE A COMMENTS AND COMPLAINTS PROCEDURE?
  • Because we listen to our customers
  • Because we want to get things right
  • To improve our services
  • Because we want to give customers a consistent response
  • As part of our commitment to customer care and quality services
  • Knowing you are satisfied with our service motivates us
 
COMMENTS
 
We appreciate any comments, suggestions or complaints you might have as they help us to improve our service.  You can let us know what you think by telling a member of staff, writing in the comments book on reception or contacting our Proper Officer (details below).
 
HOW TO MAKE A COMPLAINT
 
  •  Ask to see or speak to the Registration Services Manager who will try to resolve the problem for you immediately.  We can often resolve your concerns quickly and provide you with an acceptable response there and then.  Alternatively, fill in a Council complaints form or write to or telephone the Proper Officer for Registration or the General Register Office giving full details of your complaint.  Addresses can be found below.
 
  •  If the complaint is about things such as the premises, facilities or opening hours rather that the Registrar, this will be investigated by the Proper Officer for Registration at Dudley Council.  He will acknowledge your complaint within 5 days of receipt and provide a full response or progress report within 20 days.
 
  • If you write to the Proper Officer for Registration with a complaint about a Registrar, he will write to you acknowledging receipt of the complaint within 5 working days and send a copy of it to the Registrar General to investigate.
 
  • The investigating officer at the General Register Office may write to you for further details and will also write to the Registrar concerned, making them aware of the complaint and asking for their comments.
 
  • The General Register Office will write to you again once they have completed their investigations and inform you of their conclusions and any action that is to be taken.  This can take up to 8 weeks.
 
  • The reason that the General Register Office, rather than Dudley MBC., investigates the complaint is that the Registrars are Crown Servants, not local government officers.  The Registration Service is a statutory service controlled by the Registrar General.  The General Register Office will only accept and investigate written complaints.
 
We will carry out a thorough and fair investigation into all complaints, being as honest, open and helpful as possible.  We will take appropriate action and make changes to improve the service, as appropriate.
 
Local Services,
General Register Office,
Office for National Statistics,
Smedley Hydro,
Trafalgar Road,
Birkdale, PR8 2HH

Contact Details

  • Name Proper Officer for Registration, Philip Tart
  • Address Dudley MBC, Dudley Registration & Celebratory Services, Priory Hall, Dudley, West Midlands, DY1 4EU
  • Telephone 01384 814731