Bath & North East Somerset Council - Finance Service Charter
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Finance Service Charter

To ensure Bath & North East Somerset Council can deliver its services, it is our aim to help the council drive improvements in value for money on behalf of the people of Bath and North East Somerset.  We will also promote access to our services and process all payments speedily and according to government targets.  Likewise, it is our aim to recover any overpayments as appropriate.

We will always aim to provide a customer focused service of quality and value.

Service Standards you can expect

If you contact us by telephone

80% of calls will be answered by an officer within 5 rings (Corporate standard)

If you send us a letter which requires a response.

We will respond to 95% of letters within 15 working days

If you make an insurance claim

We will ensure 95% of new claims are activated within 14 working days.

We publish the Authority’s latest budgets and accounts

These are available on our website

Council Budgets and Spending - Bath & North East Somerset Council

For leaflet  format of the Summary or Accounts you can request a publication from your local library (Bath & North East Somerset district only) alternately  for any Council financial information

E-mail:
finance@bathnes.gov.uk

Tele 01225 477325   Fax 01225 477170

We keep the community informed on Council budgets and accounts

Every Council Tax bill will be delivered with  a Council Tax Leaflet explaining how the Council Tax is spent.

We will make information available on the Council website about our budget plans, current budgets and accounts.

We also adhere to the Council’s official complaints policy and procedures and Freedom of Information (FOI) deadlines.

For details and a copy of the corporate complaints leaflet please speak to a member of staff at any of our offices or visit our website.

Complaints - Procedure - Bath & North East Somerset Council
  • From the day we receive a complaint we will send a full reply to formal complaints within 15 days
  • If we need to make further investigations we will tell you within the 20 working days
  • Freedom of Information requests dealt with within 20 working days.

We want to know what you think about the service we provide.

Make a Suggestion or Compliment - Bath & North East Somerset Council

We survey a sample of our internal customers once every two years and publish the results.

  • We will achieve 85% overall satisfaction with our service.

Please note that the timeframes listed above do not include the time it takes for the delivery of any correspondence

What you think about us

We want to know what you think about our service to help us to continue to improve. If you want to tell us what you think or have a suggestion on how we can improve our service please contact us at:

Finance 01225 396152

e-mail Finance@bathnes.gov.uk

or visit our website www.bathnes.gov.uk/contactus

This Charter can be made available in a range of languages, large print, Braille, on tape, electronic and accessible formats on request from Finance, telephone 01225 396152 Fax 01225 477370

Contact Details for this page:
Team:
Finance Service
Address:
Guildhall, Bath
Phone:
01225 396152
Fax:
01225 477170
Email:
Finance@bathnes.gov.uk
Minicom:
Not available
Author:
Kate Warren
 
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