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        Complaints and compliments

        Complaints and compliments

        We value your views on our services. If you wish to submit a complaint or a compliment please use our online form.

        If you are making a complaint please read the guidance below of how this will be processed.

        What happens to my complaint?

        Your completed form will be received and recorded.  Acknowledgement will be sent, stating the contact name and telephone number of the officer dealing with your complaint.

        Each department has a specific manager who will be responsible for investigating your complaint. He or she will write to you within ten working days and may contact you for further details.

        If the complaint is complex the investigation may take longer, but the investigating manager will keep you informed and will let you know the reasons for any delay.

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        What if I am not happy with the response?

        If you are not satisfied with the response you receive, you can write back to us detailing your complaint reference number and explaining why you are not satisfied. Your complaint will then be escalated to the relevant Director for consideration and he or she will provide you with a 2nd Stage response within 20 working days of receipt or may contact you for further details.

        If the complaint is complex the investigation may take longer, but the investigating Director will keep you informed and will let you know the reasons for any delay.

        If you are not happy with the result of this process then you may wish to contact the Local Government Ombudsman.

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        How do I involve the Local Government Ombudsman?

        Occasionally people with a serious complaint about a Council service may feel the matter has not been handled properly even after following the complaints procedure. If this is the case then you have the right to request an independent investigation. This is the job of the Local Government Ombudsman Service.

        The Ombudsman will receive details of your complaint and decide if it is appropriate to take up the matter on your behalf with the Council. This service is free of charge.

        You can obtain a free booklet from Customer Services about the Local Government Ombudsman Service or you can contact the service direct at the following address:-

        The Local Government Ombudsman

        PO Box 4771
        Coventry  CV4 0EH

        LGO Website: http://www.lgo.org.uk/

        For advice on making a complaint, or to make a complaint over the telephone, please call the LGO Advice Team on: 0300 061 0614 (please note that calls may be recorded for training and quality purposes). Monday to Friday from 8.30am to 5.00pm.

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