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Complaints and compliments

Have we got it right?

If we have, we'd love to hear from you. If not, please tell us - your feedback is vital to ensure our services meet and exceed your expectations.

Who to contact

Make a complaint, compliment or comment

The best way to submit your complaint, comment or compliment is online.

Post: You can also write to us or download the complaints and comments form [pdf | 23kB] and send it to us at

Complaints Officer
Wycombe District Council
Queen Victoria Road
High Wycombe
Bucks HP11 1BB

Please note that if the matter is complicated we may ask you to submit your complaint in writing.

If you need any assistance submitting your complaint or with our procedures, please phone our Complaints Officer on 01494 421202 (Tuesday to Friday between 9am and 3.30pm).

Complaints about all highways and public footpaths including gritting of roads and pavements

If you have a complaint or comment about road or public footpath repairs or maintenance within Buckinghamshire, these are the responsibility of Buckinghamshire County Council and not Wycombe District Council. To report issues:

Housing complaints

Red Kite Community Housing now provide housing services for this district. Complaints about all housing services other than homelessness, housing applications and strategic housing should now be directed to Red Kite.

To make a complaint to Red Kite:

Read Red Kite Housing complaints procedure [pdf | 223 KB] (external website)

Procedure

All complaints will be investigated thoroughly and fairly. We aim to acknowledge all correspondence within three working days and fully respond within ten. If the matter is complicated, we may need longer to fully investigate. We will tell you if more time is required.

The manager involved may also bring your comments or complaints to their team meeting to be reviewed.

Here is the complaints procedure:

  1. Contact the manager of the service concerned (see "Who to contact" above). If you are still unhappy with the response
  2. Contact the head of service. They will either investigate or appoint another person to investigate.
  3. If you are dissatisfied with the head of service's response, you may want to contact the Local Government Ombudsman. The Ombudsman is unlikely to consider your complaint unless it has been fully investigated by us first (to head of service level) and we have responded to you.

Local Government Ombudsman

The Local Government Ombudsman (LGO) is an independent body appointed to review the actions taken by councils.

To contact the Ombudsman:

  • Telephone: Monday to Friday 8.30am to 5pm, 0845 602 1983
  • Address: Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH
  • Web: How to make a complaint (external website)
  • Text: 0762 480 4323

Paper copies of the LGO's complaint procedure and forms are available in our main reception, Marlow and Princes Risborough offices.


There are some things we can't change

By law, we can't change some of our actions or procedures, but we are always happy to explain these. We can also direct you to your local MP or councillor if you are unhappy about policies or decisions.

Special procedures

Benefits

You can appeal if you do not agree with the amount of your council tax benefit or housing benefit. Please contact:

Appeals Officer
Benefits Section
PO Box 513
High Wycombe
Bucks
HP11 1DA

Telephone: the benefits helpline 01494 421 235

Council tax and business rates

More information about council tax and business rates. To contact us:

Council housing and waiting or transfer list

All properties are allocated on a points basis in line with the council's applications and allocations policy and procedures document (available free of charge from our offices). If you feel that your application for housing has not been assessed in line with the policy, you can request a review. Requests for review should be made in writing to:

PA to the Head of Homes and Housing
Wycombe District Council
Queen Victoria Road
High Wycombe
Bucks
HP11 1BB

Planning

If we have refused your planning application you can appeal to the Planning Inspectorate. Please contact the case officer in Planning and Sustainability if you need advice. Phone planning reception: 01494 421 589.

Documents to download

Related web pages

  • How the council works

    Introductory page to how the council works. Includes the roles of county, district and parish councils, how decisions are made, chief executive, directors and council structure.