Customer Complaints

Complaints Procedure

It is important to have an effective complaints procedure within organisations and businesses. This ensures that any problems can be swiftly identified and then addressed.

Case Study: 'Let us know' at Armley Mills

'Let us know' is the official complaints and comments procedure used by Leeds City Council, Museums and Galleries. A customer comments form is available in a number of formats and in 8 different languages. 


There are 3 key steps to this official procedure which can be illustrated as follows;


Step 1 - Dealing with a comment or complaint as it happens. You could:

  • Talk to a member of staff or manager
  • Ring
  • Text
  • Ring via minicom
  • Fill in an on line form
  • Email
  • Write

Step 2 - If the problem can't be sorted out immediately, Leeds City Council will contact you in 3 working days to tell you how we are dealing with the complaint and who is dealing with it. A detailed response will then be provided within 15 working days.


Step 3 - If you are still not happy, you can write to the Local Government Ombudsman and ask them to look at your complaint independently.


Watch a video clip on the Leeds City Council 'Official Complaints Procedure - 'Let us Know!'

Interacting with customers on social media:

Customers can also engage with Armley Mills through the Leeds Museums and Galleries social media accounts on Twitter @LeedsMuseums and Facebook.

View other relevant My Learning resources or see the teachers' notes page for discussion and activity ideas. 

Scroll down for a list of links and resources on this topic.

Document icon Learning article provided by: Armley Mills Museum, Leeds Museums and Galleries | 
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