Complaints Procedure
We have a formal two-stage procedure for resolving complaints. You will know at each stage who is dealing with your complaint and the steps we are taking to investigate your case and resolve the problem.
Stage One
You should tell a member of staff or the manager responsible for the service as soon as you can and they will see if they can sort it out.
We aim to respond to you within 10 working days. If we cannot reply within this time, we will let you know.
If you are not happy with our response, tell us. We will listen to your concerns and, if appropriate, take your complaint to the second stage.
Some complaints (for example, those about planning applications, school admission appeals, parking tickets and adult and children’s social care) may be investigated by separate government procedures.
Stage Two
If we cannot sort out your problem at stage one, we will appoint a senior officer not connected to the service you are complaining about to investigate the case again. The officer will investigate any outstanding issues and produce a report on your case.
A chief officer, also from outside the service, will examine the report and will write to you with the result of the investigation.
We aim to respond to you at stage two within 30 working days. If we cannot reply within this time, we will let you know.
The Local Government Ombudsman
If you are still not happy with our response at stage two, you can contact the Local Government Ombudsman. He will consider any complaint you have made and give you his views.
The Ombudsman usually suggests that you use the Council’s complaints procedure first and will only investigate complaints he considers are about maladministration; that is, inefficient or unfair administration.
You can contact the Ombudsman at:
PO Box 4771
Coventry
CV4 0EH
Phone: 0845 602 1983
Email: advice@lgo.org.uk
Text: 07624 804323