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2.1 Newquay Town Council will:
2.1.1 Listen and record the complaint and ensure that it is investigated promptly;
2.1.2 Resolve the problem straight away, where possible;
2.1.3 Aim to acknowledge receipt of the complaint within seven working days in normal circumstances;
2.1.4 Advise the complainant if there is likely to be a significant delay while the matter is investigated and provide some indicative timescales; and
2.1.5 Where possible assign the complainant a dedicated contact officer who can be contacted about the complaint whilst the process is underway.
3.1 A complaint is an expression of dissatisfaction about a service undertaken by Newquay Town Council or any of its employees or contractors. It can be minor, serious, formal, or informal.
3.2 More specifically, a complaint is where:
3.2.1 The Council has not done something it has a duty to do or normally does
3.2.2 The Council has done something it has no right to do or does not normally do as a matter of established practice
3.2.3 The conduct or behaviour of an employee or contractor is unsatisfactory
3.2.4 The established levels of service delivery are not reached
3.2.5 A person does not understand or is not informed of why or how a situation arose or exists