Complaints Procedure
If you have a problem with a Council Service, contact the department or local office first so that the problem can be dealt with quickly by the department concerned.
Stage 1
If you are not happy with the answer you receive, or if the problem
reoccurs, then you can make a complaint which will be dealt with by a more
senior member of staff within the service.
Stage 2
If you are not happy with the stage 1 response you can ask for the
matter to be investigated independently by Corporate Complaints Officers.
Stage 3
If you are still dissatisfied with the service provided by the Council, then you can
take up your complaint with your local Councillor, MP or the Local Government
Ombudsman. Please note that the Ombudsman will expect you to have tried
to resolve the issue with the Council first.
The contact details for the Local Government Ombudsman are:
Anne Seex
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 024 7682 1960
Text; 0762 480 4323
E-mail advice@lgo.org.uk
For advice on making a complaint to the Ombudsman
please telephone 0845 6021983
What we will do
In the case of a complaint which has not been resolved at the initial point of contact, we will:-
- Deal with it in the quickest and most appropriate way.
- If a written response is required, provide an acknowledgement within 2 working days and a reply within 10 working days.
- If your complaint is about a complex matter or needs an in-depth investigation and this timescale cannot be met we will write and tell you and give you a revised date of response.
