How we will deal with your complaint

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