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Comment or complaint?

 

One of our aims at Dudley Citizenship and Registration 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 service manager(details below).

Feedback to Registration Services

How to make a complaint

  • Ask to see or speak to the registration services manager or superintendent registrar 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 giving full details of your complaint at Dudley Register Office, Priory Pall, Priory Park, Dudley DY1 4EU.

  • Your complaint will be investigated by the registration services manager at Dudley Council.  She 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, he will write to you acknowledging receipt of the complaint within 5 working days and send a copy of it to the registration services manager to investigate.

  • 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.