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Our Customer Complaints, Compliments and Contacts Policy sets out how customers can make a complaint about Council services, and how we will respond to and learn from complaints received.

Making a Complaint

Step 1 - Contact the Service

If you have a complaint about any council service, please contact us. We aim to respond quickly and efficiently to all complaints.

Step 2 - Making a formal Complaint

If you feel that your complaint has not been resolved or you have a formal complaint please complete our online Contact Us form or write to us. If you are unable to put your complaint in writing, please contact Customer Services.

  • Stage One - The complaint will be logged and passed to the relevant service area via the complaints coordinator for investigation.  Within three working days of receiving your complaint we will send you an acknowledgment letter to confirm receipt.

    The service will investigate the complaint and send you their final or interim response within 15 working days.

  • Stage Two - If you notify us that you are not happy with how your complaint has been handled at stage one or with the results of the investigation. We will pass this through to the relevant service area manager for further investigation.

  • Stage Three - If you are still not satisfied with how your complaint has been handled or with the results of the investigation. We will arrange for a further investigation from somebody external to the service department concerned (either a Director or the Chief Executive).

Step 3 - Local Government Ombudsman

If you are not happy with our response you may wish to contact the Local Government Ombudsman who investigates complaints of inefficient or dishonest administration against local authorities.

You can contact the LGO Advice Team at:

Telephone: 0300 061 0614 or 0845 602 1983 - Monday to Friday from 8.30am to 17.00pm

Website: www.lgo.org.uk

Fax: 024 7682 0001
Text: 'call back' to 0762 480 4299

Write to:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH


Last updated: 15th May 2018