Council Complaints

Frequently Asked Questions for this Service

Question: How do I go about complaining?

Answer: In the first instance you can use a complaints reporting form (available from Council reception areas); by telephone (call 821000 and ask to speak to the Nominated Complaints Officer for the service involved); submit a complaint via the www.iwight.com website, using the link below; write to the service, or visit the appropriate reception area. You may be asked to make an appointment if you want to be seen in person. - Related Link

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Question: What is the definition of a complaint?

Answer: Any expression of dissatisfaction with Council services which requires an answer.

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Question: Will my personal information be shared?

Answer: Your information will not be shared for commercial purposes. It will be shared between relevant Council officers and third party organisations involved in resolving your complaint. If you do not wish certain information to be used in this way, tell us the details when you submit your complaint.

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Question: How long will it take to resolve my complaint?

Answer: We normally expect to reply within 20 working days of receipt. It can take longer when investigations are more complex, but we will let you know if the need to extend the reply timescale arises and explain the reasons.

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Question: What sort of outcomes can I expect?

Answer: If we agree that the Council has done something wrong, we will try to put it right. Usually, this can be as straightforward as providing an explanation and apology, but other outcomes can be available depending on the nature of the problem.


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Question: Can I involve my Councillor if I want to?

Answer: Yes. Tell us that you want this to happen when you raise your complaint or at any point afterwards. If you’d like to find out who your Councillor is, please follow the link below - Related Link

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Question: Who can use the complaints procedure?

Answer: Anyone who has a complaint about council services which requires an answer. You don’t have to be an adult, a council tax payer, or an Islander to use the complaints procedure.


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Question: Can I get help to raise my complaint?

Answer: Yes. Try the local Citizens’ Advice Bureau or Law Centre – or, if you are a young person, the Isle of Wight Youth Trust, for details. Some complainants may wish to consider seeking their own legal advice under certain circumstances.

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Question: What can I do if I disagree with the Council’s judgement on my complaint?

Answer: You can contact the Local Government Ombudsman http://www.lgo.org.uk/index.htm who deals with complaints about Local Authorities. Depending on the nature of your complaint, you can contact the Commission for Social Care Inspection (CSCI) http://www.csci.org.uk/about_csci/who_we_are.htm which is the single, independent inspectorate for all social care services in England.

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Question: What do I do if my complaint is about a Councillor (Elected Member)?

Answer: There is a special procedure for these complaints, which may involve the Standards Board for England if they cannot be resolved locally. In the first instance contact the Council's Monitoring Officer. The Monitoring Officer is the Head of Legal and Democratic Services, Davine Fiore, who is based at County Hall and can be reached on 01983 821000.


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