Make a Formal Complaint
Our Complaints Procedure
Making a formal complaint is something you should consider if you feel:
- We have failed to do something we should have done
- We have done something badly or in the wrong way
- You have been treated unfairly or discourteously
We are sorry to hear you wish to make a complaint however we appreciate all types of feedback from our residents and customers to help improve services. We will listen to your concerns and investigate them fully. Any investigation will decide whether or not your complaint has been upheld (meaning we accept the council is at fault) or partially upheld (meaning we accept we are partially at fault). Where this happens we will seek to put things right as soon as possible.
Stage 1 – We will acknowledge your complaint within 3 working days. An officer from within the service to where the complaint has been directed will investigate and we aim to provide a full response within 10 working days.
Stage 2 - If you are not satisfied with the response to a stage 1 complaint you can request, either in writing, email or via our on-line form that a further review is undertaken. This will usually be undertaken by a senior manager. In some cases this may be the manager of the officer who provided the stage 1 response or the relevant Head of Service or, in some instances, we may decide that the stage 2 investigation has to be undertaken by a senior manager from a different service area.
We hope that we can sort out your problem, but if you have followed our complaints procedure and you are still not happy, you may contact the Local Government Ombudsman’s Helpline Team.
They are open Monday-Friday, 8.30am-5pm
The Local Government Ombudsman,PO Box 4771, Coventry, CV4 0EH
Phone: 0300 061 0614
If you are unable to use this form, please see our Contact Us (this link opens in a new window) for ways of getting in touch