A SFN is a one-off contact about a problem, such as a missed collection or undelivered container, for which putting it right satisfies the customer.

In the event of an SFN, Somerset Waste Partnership (SWP) will put a service failure right within two working days.

A Service Complaint is when a customer is dissatisfied with:

• How we have dealt or not dealt with an SFN
• Repeated SFNs
• Standard of service received from SWP or our contractors
• Quality of information or how it was communicated
• Response by SWP or contractor to a service request
• Actions, behaviour or attitude of SWP, contractor or a SWP or contractor staff member
• Perceived harassment, bias or unfair discrimination

In the event of a Service Complaint:

• We will reply within 10 working days, put matters right and improve for the future
• Most complaints will be settled quickly and informally by putting matters right or giving an explanation
• Sometimes a complaint will need to be put in writing so it can be investigated and fully answered
• If we cannot provide a full response within 10 working days, we will let the customer know about the delay and when they can expect a full response.
• If the customer remains unsatisfied, we will advise them how to contact the Local Government Ombudsman

A Policy Complaint is when a customer is dissatisfied with:

• A policy or service rule agreed by democratically-elected representatives in a public process
• Application or interpretation of such policies or legislation by a SWP or contractor staff member

In the event of a Policy Complaint, we will:

• Explain as clearly as possible verbally or in writing why the policy was made, and/or the basis of our interpretation
• Advise the customer who is responsible for making and reviewing the policy (such as SWB or partner authority)
• Advise the customer of any steps we intend to take to seek further clarity
• Advise the customer of the most appropriate member contact(s) for that issue
• Reserve the right not to enter into protracted correspondence when we have explained our position
• If the customer remains unsatisfied, advise them how to contact the Local Government Ombudsman