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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

There are 3 stages:
  • 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

The Local Government Ombudsman is able to investigate certain types of complaints against councils if you remain dissatisfied after using the complaints procedure. The contact details are:

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