The complaints
procedure
There are three stages to our
corporate complaints procedure.
Stage One:
A complaint is made
(
find out how to make a complaint here)
Once we have received the complaint, the council 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:
An officer from the Complaints and Members Enquiry Team will
deal with and respond 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.
Contact details for the Local Government Ombudsman are:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 0614/0845 602 1983
Email: advice@lgo.org.uk