The Council's 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.

Local Government Ombudsman

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:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Telephone: 024 7682 1960
Website: http://www.lgo.org.uk/making-a-complaint

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.