How we deal with complaints and compliments
Comments and compliments
If you have any thoughts or suggestions that you think would improve our service or you have been impressed by service you have received, please do get in touch: using our Customer Comments Online eForm
We hope that the service you receive from us meets your needs. If you're unhappy about the service you receive then you can let us know by following our complaints procedure.
Raising your complaint for the first time
Go back to the service you were dealing with and ask them to resolve your complaint (if you are not sure who to contact, get in touch with our customer services team on 01553 616200 and they will point you in the right direction). Alternatively, you could contact your ward councillor who may make the complaint on your behalf.
Your complaint will be acknowledged within three working days and we will do our best to respond within 15 days.
Our overall objective is to resolve problems at this stage and put right any complaints which are upheld. Our reply will clearly explain our position in respect of your complaint.
If you are not satisfied with the response you receive, you can submit a corporate complaint.
Stage One - Making a corporate complaint
Please ensure you have raised your complaint with the service area in question before making a formal corporate complaint.
Ways to submit your complaint:
If you're unable to make your complaint online you can:
- download our corporate complaint form - available at the bottom of this page.
- email email@example.com
- complain in person
- send us a letter
- telephone 01553 616200
Your complaint will be acknowledged within three working days. The relevant Executive Director or his/her authorised representative will try to respond with a full reply within 15 working days. If the complaint is particularly complex, an interim response will be sent.
Where a complaint is upheld:
(i) The Executive Director or his/her representative will give you a written apology and explanation.
(ii) Where possible the error will be corrected or a satisfactory service will be provided as a matter of urgency.
(iii) Where (ii) is not possible or where you can prove that inconvenience or unsatisfactory service has caused you personal hardship or financial loss, we will compensate you based on the merits of your case.
Complaints not upheld
Where your complaint is not upheld you'll receive a letter of explanation from the appropriate Executive Director or his/her representative. The letter will set out our reasons for rejecting your complaint.
Stage two - appeal to the Chief Executive or his representative
We do our best to resolve complaints at stage one, but occasionally this is not possible. Should you consider that material aspects of your complaint have not been fully considered and/or addressed, you can appeal against a stage one decision. The Chief Executive or his representative will then undertake a review of the investigation of your complaint.
The Chief Executive or his representative will respond direct to you, working to the timelines stated in stage one.
Local Government Ombudsman
In the unlikely event you are not satisfied with the response received from the Chief Executive, you may refer your complaint to the Local Government Ombudsman. The Local Government Ombudsman is an independent investigator, appointed by Government. Their role is to investigate serious complaints against councils. Their contact details are below. You can also visit the Local Government Ombudsman website.
Local Government Ombudsman Advice Team, PO Box 4771, Coventry, CV4 0EH
Telephone: Mon-Fri 8.30am to 5.00pm
Tel: 0300 061 0614
Fax: 024 7682 0001
Please be advised that the Ombudsman will want to see any correspondence concerned with the case, so remember to keep copies. A booklet explaining the role of the Local Government Ombudsman and how to make a complaint is available to download at the bottom of this page.
We understand that it might be difficult for you to complain, because you are worried that your complaint could result in a poorer service to your household. Please be assured that we treat all complaints against us in the strictest confidence, and that it is your right to complain.
If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation.
Complaints about hate crime
Please note, if you believe that the actions or comments that have led you to making a complaint are related to hate crime please complete the Discrimination Complaint Form. Or contact the Executive Director, Central Services. Our discrimination complaint form can be found at the bottom of this page.
Policy on unreasonably persistent complainants
Please note, we have a policy on unreasonably persistent complainants. You can find this at the bottom of this page.
Complaints about Councillors
If you think a Councillor has broken their authority's Code of Conduct you can report them to the Borough Council's Monitoring Officer.
Further details are available on our Complaints about Councillors page.
For further information on the complaints process please contact us. Our contact details are below.