BLACKBURN with Darwen Council has been accused of trying to ditch its official complaints procedure after it was re-named as a "customer feedback policy".

Coun Colin Rigby, leader of the Conservative group at the council, said the new name appeared to suggest the authority did not get complaints.

Members of the Labour group's ruling executive committee voted to implement a series of changes which councillor Frank Connor, executive member for citizens and consumer rights, promised would streamline the complaints procedure.

Coun Connor said: "We want a service that is consistent and accessible and I am looking forward to this being implemented."

According to a separate report at the Executive Committee meeting the council received 251 complaints between January and June this year. But, the report said, there was no record to say how many were upheld, partially upheld or unfounded.

The new customer feedback policy is designed to address that issue, among others.

But Coun Rigby said: "It looks like the complaints procedure is going to disappear and be replaced with a feedback policy that suggests we don't get complaints."

Council leader Kate Hollern said she thought the new procedures would encourage more people to approach the town hall. She said: "It is a really good opportunity which will give us a better idea of peoples' concerns."

Coun Connor added that if residents or councillors were not happy with the new arrangement the procedures could be looked at by one of Blackburn with Darwen's scrutiny committees.

George Campling, director of rights, advice and entitlements at the council, said: "As part of its commitment to continue improving services, the Council is making it easier for the public to report any dissatisfaction they may have through the Customer Feedback Policy.

"We can listen and respond to feedback and that way we are able to improve the services we provide."