CUSTOMER COMPLAINTS

When things go wrong we aim to put things right quickly, informally and without fuss. However, a formal complaints procedure is available if we are unable to resolve a customer's complaint on an informal basis.

You can make a complaint, initially on an informal basis, if the Council:

• does something wrong
• fails to do something it should have done, or
• does something it should not do.
• provides a poor standard of service

It is NOT complaint when ...

• You are asking for a service, for example by reporting a faulty street light or a pothole.
• You are appealing against a decision which, although it is not the one you wanted, has been properly formed.

How to make a complaint

Submit a complaint online - click here

Other ways to make a complaint

There is a nominated officer (see below) in each service. Please contact the nominated officer directly. You can make a complaint by e-mail, telephone, by letter, or in person at the Council office dealing with the issue. We also have a form available at reception areas for this purpose.

If you are unsure which of the nominated officers to contact, please contact our Customer Support Team Leader & Complaints Manager.

Nominated Officers

Please note this .pdf file may take a while to download over a standard 56k modem.

The complaints procedure

• Contact the nominated complaints officer who will explain what can be done and will try to put things right quickly and without fuss. This is the informal stage.
• If you are not happy with the outcome of the informal stage, you can raise a more formal complaint. The nominated complaints officer will tell you how to go about this. We will acknowledge your complaint within 5 working days and investigate and provide a full reply within 20 working days.
• If we have still failed to resolve the matter satisfactorily, you can refer the complaint to our most senior officers for review and independent appraisal. We will acknowledge your complaint within 5 working days and provide a full reply within 20 working days.

Local Government Ombudsman

Local Government Ombudsman
C/o The Oaks
Westwood Way
Westwood Business Park
Coventry CV4 8JB
024 7682 0000