Service standards and performance

When you contact us you can expect

• That your telephone call will be answered within five rings
• That if you visit our office (by appointment) you will be seen at our reception within five minutes
• That you will receive an initial response to your request or enquiry within 24 hours in all urgent cases, ie where there is an immediate risk to public safety or where evidence may be lost if the matter does not receive immediate attention
• That in all other cases you will receive an initial response to your request or enquiry within three working days
• That your letter will be answered within seven working days
• That you will be dealt with professionally and courteously
• That you will be updated on progress of your issue at each stage that there is significant progress to report
• That where we are not able to help, we will do our best to guide you on other courses of action that might be available to you

You can help us deal with your problem quickly and efficiently if you

• provide us with the evidence we need to take action
• keep us advised of changes in circumstances
• let us know exactly what you want
• keep appointments

Please be aware that trading standards now operate an intelligence led approach to enforcement activities and complaint investigation. 

This means all complaints are assessed against prescribed criteria to determine whether further individual investigation is necessary and proportionate.

Complaints that do not meet the criteria may not be investigated further but are recorded and monitored. The information is used to help detect problem traders and set priorities for enforcement actions or educational initiatives.

Complaints about our service

If you are not happy with our service please contact us and ask to speak to the unit manager so that we can resolve the issue. If you want to make a complaint you can write to the business manager at the contact address given below. We will acknowledge your complaint within three working days and undertake a full investigation, notifying you of the outcome within ten working days.