Complaints
procedure
There are three stages to our
corporate complaints procedure.
Stage One:
Once we have received the complaint, our service
manager will deal with it and respond within ten working
days.
If you are dissatisfied following our response to your stage one
complaint, you should request a stage two investigation.
Stage Two:
The Departmental Complaints Officer deals with and responds to the
complaint within 15 working days.
If you are dissatisfied following the response to your stage two
complaint, you should request a stage three investigation.
Stage Three:
The Corporate Complaints Manager deals with and responds to the
complaint within 25 working days.
If you are dissatisfied following the response to stage three, you
should escalate your complaint to the Local Government
Ombudsman.
Local Government Ombudsman
If the three-stage process has been followed but the complaint has
not been resolved to your satisfaction, you may take your complaint
to the Ombudsman.
This is an independent body that is not part of the council. They
can be contacted in writing, by using an Ombudsman complaints form
available from the Corporate Complaints Team, by email or via the
Local Government
Ombudsman website.
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Fax: 024 7682 0001
You can make an enquiry by email to
advice@lgo.org.uk
For advice on making a complaint, or to make a complaint over the
telephone, please call the LGO Advice Team on 0300 061 0614 or 0845
602 1983. The Advice Team are available Monday to Friday from
8.30am to 5pm. You can also text 'call back' to 07624
804299.