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    Our commitment to you

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    Our Customer Commitment

    Excellent customer service is a core value for the Council and underpins the delivery of the Council’s corporate priorities.  As part of this focus and to ensure our customers receive a consistently excellent service, a clear Customer Commitment has been developed and launched:-

    • Make it easy for you to do business with us
    • Make sure you get the right advice and information
    • Treat you fairly, with courtesy and respect
    • Do what we say we will do
    • Be open and honest about what we can and cannot do
    • Listen and learn
    • Have decision making processes that are fair and consistent

    What to do if we get something wrong

    As a Council, we want to provide you with the best possible service, but we know that sometimes things can go wrong.  If they do, we want you to tell us so we can sort them out as quickly as possible. 

    Tell us if you have a problem, so we can look into the matter for you.  In line with our complaints policy, we will aim to resolve the issue informally for you.  If we cannot do this, we will review your complaint formally, in line with our complaints process.

    Feedback from complaints will be used to help us improve and develop the services we provide and stop similar problems happening in the future. 
    We are also pleased to receive compliments or comments about a particular service.
    If you wish to log a complaint, compliment or make a comment, please use our on line form.

    Unreasonable behaviour policy

    Most of the contact we have with customers is positive but very occasionally a customer acts in a way we consider unacceptable.  We understand that people sometimes get frustrated and we want to hear our customers’ concerns so that we can put things right.  We will not, however, accept behaviour which is considered threatening or abusive to staff.
    Our policy sets out the actions we will consider taking if a customer behaves in a manner we consider to be unacceptable.

    Making a complaint about a Councillor

    If you wish to complain about the conduct of a Member of St Albans City & District Council or Member of a Parish or Town Council in the district, please contact:-
    Charles Turner, Monitoring Officer
    St Albans City & District Council
    Civic Centre
    St Peter’s Street
    St Albans
    AL1 3JE

    How to make a complaint about a Freedom of Information or Data Protection Act request

    Complaints about the way in which a request was handled or a decision whether to release information will be dealt with under our internal review procedure.  Please email your complaint to

    Date of last review: 17 May 2019