General Complaints

We aim to deliver all our services to the highest possible standard. We want to keep improving and your feedback is a valuable source of information for monitoring our performance, highlighting the areas where you think we can improve as well as recognising the things you think we do well.

Make a general complaint using our online form

We want our services to be excellent, but we know that things can go wrong. Complaints procedures vary depending on the subject.

The list below shows the areas which have their own complaints processes. Please do not use the general complaints form for any of these services. You can find out more by clicking on each one below.

If your complaint is not about one of the above, please use the online form on this page or download a paper copy.

The general complaint process has three stages:

Stage 1

At stage 1 of the process your complaint will be investigated by a manager of the service. They will aim to respond to you within 15 working days (3 weeks) of the complaint being received.

Stage 2

If you are not happy with the response you receive at stage 1, you can ask for your complaint to be looked at again. At stage 2 of the process your complaint will be investigated by a senior manager or director of the service. They will aim to respond to you within 20 working days (4 weeks) of the complaint being received.

Stage 3

If you are not happy with the response you receive at stage 2, you can ask for your complaint to be looked at for a final time. At stage 3 of the process your complaint will be reviewed by an officer who has not previously been directly involved.

You will need to tell us why you think the answer you have received before is wrong and provide any more evidence you want us to look at.

The officer will report to a member of the Corporate Management Team (Executive Director, Deputy or Chief Executive) and the Leader of the Council, who will respond to your complaint.

They will aim to respond to you within 25 working days (5 weeks) of the complaint being received.

Contacting the Local Government Ombudsman

The Local Government Ombudsman (LGO) is an independent, impartial and free service. The Ombudsman may investigate complaints about how the Council has done something.

The Ombudsman will not usually consider your complaint until it has been through our complaints process although there may be exceptions. The LGO will be able to advise you if your case is exceptional.

When we have done all we can to resolve your complaint, if you are still dissatisfied, you can contact the LGO helpline by phoning 0300 061 0614, visit their website or write to them at:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Contact Switchboard and Out of Hours

Telephone: 01702 215000

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