Complaints, compliments, comments, service requests and suggestions
You can speak to a customer service advisor by telephone or face to face. Our advisors are available between 8:30am and 5:00pm Monday to Thursday and 8:30am to 4:30pm on Fridays. If you prefer, you can email us at mdc@mansfield.gov.uk. You can also find information on our public holidays, our customer service standards, how to request a service or make a complaint, compliment or comment on this page.
How to contact Mansfield District Council
You can get in touch by email, telephone, fax, by writing to us or dropping in to see us at the Civic Centre.
Our address is:
Civic Centre, Chesterfield Road South, Mansfield, Nottinghamshire NG19 7BH
For general enquiries our telephone number is: 01623 463463
For emergencies outside normal office hours, please call our 24 hour emergency contact for all departments: 01623 463050 or 01623 420770.
For information on visiting us by public transport, please click on the Traveline external link on the right-hand side of this page.
Public Holidays
2013 public holidays
We are closed for business on the following public holidays during 2013:
Friday 29 March, Monday 1 April, Monday 6 May, Monday 27 May, Monday 26 August and Tuesday 27 August.
Complaints, compliments, comments, service requests and suggestions
If you need us to perform a task or service, particularly when you have not contacted us about the same thing before, please make a service request rather than a complaint. Our contact details are shown above.
However, where you feel we have failed in some way - perhaps you made a service request that was not resolved, or you think we have done something badly, late or not at all, or perhaps not done what we said we would do, please contact us so we can try to put this right for you under our informal complaints procedure. This may be the best way to resolve the matter quickly - simply tell us you wish to make an informal complaint and then explain your concerns to us, we will do our best to help. Sometimes, despite our best efforts, we get things wrong and we would really appreciate the chance to resolve any problems at the earliest opportunity through our informal complaints procedures.
If you have already complained informally about an issue that we have not resolved, you might wish to make an official complaint. To do this, please access the information on our complaints page by clicking on the link on the right, under "Related pages". Alternatively, contact us and we will send a printed complaints form to you, or you can collect a complaints form from one of our offices.
Do you have an idea or a suggestion? Think we can do better and want to tell us how? Perhaps you want to compliment us, or thank us for doing something well? If so, please use our comments, suggestions and ideas online form by clicking the link under "Online forms", on the right hand side of this page. You can also call us, write in or visit us to make your comment, suggestion or compliment.
We welcome all feedback from our customers, whether good or bad, as this helps us to monitor and improve our services and performance.
Customer Service
We aim to deliver a quality experience when our customers contact us. To help us do this we have corporate customer service standards, that all of our staff must follow when communicating with customers. These standards outline what we aim to deliver and what our customers should expect to receive, when contacting any department of the Council. They are shown below.
We aim to:
- Be welcoming, fair, responsive and courteous.
- Have professional, well informed staff, who take pride in what they do.
- Get things right first time, every time.
- Let you know what we can provide and what you should expect to receive.
- Keep Council Members and Members of Parliament informed about their enquiries.
- Respond effectively to complaints and use feedback to monitor and continually improve our service.
- Enable customers to tell us when we get it wrong.
- Answer the telephone within five rings.
- Acknowledge emails, electronic form submissions, letters and faxes within five working days.
- Respond fully to any correspondence within 10 working days, or advise when we can respond, if likely to take longer.
- Have an officer available during office hours to help with enquiries.
- Serve visitors within 10 minutes of their arrival.
- Display an identification card, showing the visiting staff member's photograph and name, when making personal visits.
To help us deliver the highest possible level of service, we expect our customers to treat us with consideration, courtesy and respect.
For more detailed information on our customer service procedures and standards, please click on the Customer Service Code of Practice and Standards link under "Related Media", on the right-hand side of this page.