How to make a formal complaint

Last updated 20 August 2021

We're committed to providing a high standard of service to all of our customers. We'd like to hear if you are not happy with something we've done or if you have not received a response from something you've asked us to do.

What is a complaint?

A complaint is if:

• you are not happy with the service you've received
• you've expected us to do something and there's been an unreasonable delay
• you are not happy with the way you were treated by a member of staff

A complaint is not:

• an appeal, such as a parking ticket
• reporting something to us, such as a missed bin collection or a pothole
• a question about a service
• a freedom of information request

Before you make a complaint

You should get in touch with the service you want to complain to. You can report issues to a council service on our contact us web page without going through our formal complaints procedure. This is often the quickest way to get your issue resolved.

If you've been in touch with us and you are not happy

If you've used an online form or spoken to a member of staff and your issue has still not been resolved, you can make a formal complaint. There are 2 stages to making a formal complaint. Most complaints are resolved at stage 1.

Stage 1

When we've received your complaint, a manager from the service will investigate it. We aim to respond to you within 20 working days, however we may need to get in touch with you if we need more information. If we cannot respond to you within 20 working days, we'll keep you up to date with how long it will take.

We'll then send you a decision letter. This will tell you about what we've found and what we've done to resolve your complaint.

Stage 2

If you are not happy with what we've done at stage 1, you can progress your complaint to stage 2.

Our Corporate Complaints Manager will deal with your stage 2 complaint. They're not part of the service you're complaining to.

We aim to respond to you within 20 working days by sending you a decision letter. This will tell you about what we've found and what we've done to resolve your complaint.

Stage 2 complaints can take longer to investigate, however we'll keep you up to date with how long it will take.

Make a formal complaint

You can use our online form to make a complaint to the council.

Make a formal complaint

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Local Government and Social Care Ombudsman

If you are not happy with our investigation of your complaint, you can go to the Local Government and Social Care Ombudsman. They are not part of the council.

You can complain to the Local Government and Social Care Ombudsman at any time, however it will usually be referred to us if it has not already been through our complaints procedure.

You can send your complaint to:

Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH

Telephone: 0300 061 0614

You can also visit their website for more information on how to make a complaint.

Our complaints policies

Read our policies below for more information about making a complaint.