By Telephone
Please call 01506 776982
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By email
Please email your enquiry to businessrates@westlothian.gov.uk
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In Writing
Please write to the Revenues Unit, St.David House, South Bridge Street, Bathgate EH48 1TT.
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Comments
We are keen to receive feedback on the services that we provide. Please use our contact details above to let us know any comments that you may have good or bad.
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Complaints
If you have a complaint about any aspect of the service provided, we would ask you to contact the Business Rates team initially. Our contact details are detailed above.
DEALING WITH YOUR COMPLAINT - To ensure that your complaint is property dealt with, we will log it on our complaints database,
- We value customer feedback as it helps us to improve our service. We will deal with your complaint with courtesy and impartiality,
- If you complain in person or by telephone we will discuss your complaint with you at the time it is received and do our best to resolve it at this stage,
- If you complain in writing or by e-mail your complaint will be acknowledged within 3 working days following receipt of your complaint. This will involve contacting you to inform you that we have received your complaint and are dealing with it.
We aim to respond to all complaints within 10 working days of receipt. This will involve either:
- Informing you if the action we have taken or propose to take; or
- Arranging to discuss the matter with you; in which case after the discussion we will confirm with you the outcome of these discussions and any action we propose to take.
- If in exceptional circumstances we cannot respond to your complaint within 10 working days, we will keep you fully informed until your complaint has been dealt with.
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- If you are not satisfied with the outcome when dealing with a member of the Business Rates Team then we would ask you to write or email a formal complaint into the unit. The following options are available to you:
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| Business Rates Team Leader | | Mr S Reid | | St David House | | South Bridge Street | | Bathgate | | EH48 1TT | | 01506 776862 | | revenues@westlothian.gov.uk | | | | Revenues & Benefits Manager | | Jim McCafferty | | St David House | | South Bridge Street | | Bathgate | | EH54 1TT | | 01506 776850 | | jim.mccafferty2@westlothian.gov.uk | | | | Corporate Complaints Procedure | | Points of View Leaflet | | (available from St David House, any Council Information Services Centre (CIS) or library | | 01506 775000 | | Customer.services@westlothian.gov.uk | | Textphone for the deaf on 18001 01506651115 | - Full details of other complaints options are available at West Lothian Online(URL)
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- Review of this procedure
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- As part of our ongoing commitment to continuous improvement we review our complaints procedure.
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- Following the conclusion of your complaint the member of staff that dealt with your issue will contact you with some brief questions as part of this process. We will use your feedback to make to improve the service to you and future customers.
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- November 04
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