Complaints Procedure

If you have a complaint about any council service, please contact the service concerned, by visiting our offices, telephoning or in writing.

If you feel that your complaint has not been sorted or you have a formal complaint please write in or complete a compliments, complaints or suggestions form.

• Stage One
  The complaint will be logged and passed to the relevant service area via the complaints coordinator for investigation.

  If you are unable to put your complaint in writing, please contact Jane Wisson who will arrange for you to make a signed statement.

  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 28 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).

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

You can contact the LGO Advice Team at:
Tel: 0300 061 0614 or 0845 602 1983 (Mon - Fri 8.30am - 17.00pm)

Website: www.lgo.org.uk
Email: advice@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