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're 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
- a personal injury or damage claim
Before you make a complaint
The relevant service first needs to be given the opportunity to resolve the issue. If you have not already reported the issue, please do so by either:
- using the report an issue form
- contacting the service directly through our contact us webpage
This is the quickest way to get your issue resolved.
If you've been in touch with us and you're 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're 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.
Before you start
You'll need to provide:
- the name of the service you're making your formal complaint to
- details of your complaint
- your contact details including your email address
Local Government and Social Care Ombudsman
If you're 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
For more information on how to make a complaint, visit the Local Government and Social Care Ombudsman website.
Our complaints policies
Read our policies below for more information about making a complaint.
Corporate complaints policy and procedure (PDF 106Kb)
Policy on unacceptable actions by complainants (PDF 165Kb)
How we use your data
The council primarily use your data for processing your compliment or complaint, this may be shared with the relevant Ombudsman or other government departments in accordance with our organisational privacy notice. We never sell your data to third parties or use it to market to you without your consent.