Investigating complaints | Oxfordshire County Council

Investigating complaints

Enforcement of complaints and enquiries from consumers and businesses.

This Service values all contact from its customers, and recognises that consumers and businesses act as our ‘eyes and ears’ which is vital in enabling the Service to respond effectively to infringements and malpractice and identify issues that are of concern to our customers.

The Service does not have sufficient resources to fully investigate every complaint. For this reason, Trading Standards have adopted an ‘intelligence led’ approach to our work. Intelligence led investigation of criminal activities benefits the whole community by focusing resources on those businesses and/or activities that are causing particular problems in the community.

The aim of this work is to reduce unfair trading practices and promote a level playing field across Oxfordshire.

This approach means that we will not always be able to investigate individual complaints about businesses or trading practices. We will, however, record all information supplied to us as a vital part of our intelligence gathering. Our intelligence led approach enables our officers to deal with the most serious consumer complaints as well as those trading issues that affect all consumers within our communities.

Oxfordshire Trading Standards will however depending on the outcome, based on the decision making process outlined in the policy below, investigate individual complaints.

How we meet your needs

We use customer surveys to see if we are providing the service you need. If you would like details of the results of our customer surveys, or would like to take part in one, please phone Jody Kerman on 0845 051 0845.

What to do if you are not happy with our service

If you are not happy with the service you have received please contact our Corporate Complaints team. Any formal complaint about us will be investigated in accordance with County Council  procedures.

Last reviewed
11 July 2017
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