Making a Complaint
You can do this in four different ways:
You can do this in four different ways:
- you can complete our on-line complaints form
- telephone our complaints officer on 01271 388 444
- write to us
- visit one of our council offices.
We can provide leaflets and forms in alternative languages or large print.
What happens once I have made my complaint
Stage one
You will receive an acknowledgement letter within 3 working days of receipt of the complaint, stating the name of the officer investigating your concerns and then a response will be made.
If there are any delays, you will be kept informed.
Who will deal with my complaint?
In each department an officer has been appointed to investigate issues from customers. The complaints officer in the Customer Services team will give you the name of the person investigating your complaint and when you can expect a reply (usually 15 working days).
If your complaint is found to be justified
You will receive a written apology and a review will be carried out to assess if changes to a system or procedures are required.
If you have incurred financial loss in pursuing your complaint or have spent unreasonable time pursuing the complaint, your claim will be reported to Standards committee for a decision on whether compensation should be paid. You may be asked to provide evidence of time/money you have spent.
Stage two
If you are unhappy with the response given
If you are unhappy with the response received from the first investigation (stage one), you may refer this to Customer Services who will conduct a review. They will acknowledge within 3 working days, then respond, in writing, within 15 working days.
Stage three
Your right of appeal
Should you still be unhappy after receiving replies at stage one and two, you can refer your complaint to the Local Government Ombudsman
. Customer Services will send you their details and relevant forms when they respond to your complaint, alternatively you can write to the Ombudsman at:
Local Government Ombudsman advice team:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Email: advice@lgo.org.uk
Text: 0762 4804323
Telephone: 0845 602 1983 Mon - Fri 8.30am to 5pm
What happens once I have made my complaint
Stage one
You will receive an acknowledgement letter within 3 working days of receipt of the complaint, stating the name of the officer investigating your concerns and then a response will be made.
If there are any delays, you will be kept informed.
Who will deal with my complaint?
In each department an officer has been appointed to investigate issues from customers. The complaints officer in the Customer Services team will give you the name of the person investigating your complaint and when you can expect a reply (usually 15 working days).
If your complaint is found to be justified
You will receive a written apology and a review will be carried out to assess if changes to a system or procedures are required.
If you have incurred financial loss in pursuing your complaint or have spent unreasonable time pursuing the complaint, your claim will be reported to Standards committee for a decision on whether compensation should be paid. You may be asked to provide evidence of time/money you have spent.
Stage two
If you are unhappy with the response given
If you are unhappy with the response received from the first investigation (stage one), you may refer this to Customer Services who will conduct a review. They will acknowledge within 3 working days, then respond, in writing, within 15 working days.
Stage three
Your right of appeal
Should you still be unhappy after receiving replies at stage one and two, you can refer your complaint to the Local Government Ombudsman
. Customer Services will send you their details and relevant forms when they respond to your complaint, alternatively you can write to the Ombudsman at:Local Government Ombudsman advice team:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Email: advice@lgo.org.uk
Text: 0762 4804323
Telephone: 0845 602 1983 Mon - Fri 8.30am to 5pm
