Do you know how to complain?
Consumer champion “Which” has identified that when things go wrong all we want is:
- an explanation of what went wrong,
- an apology,
- for the mistake not to be repeated.
We often get compliments but we also want you to feel able to tell us when things go wrong. It won’t affect the way we deal with you in the future and we hope that it will make a difference to other customers.
If you wish to make a complaint there are three potential stages. These stages must have been completed before the Local Government Ombudsman will investigate a complaint. If you are dissatisfied with a council service, even where that service is provided on our behalf by a partner or contractor we welcome your feedback.
First contact us by:
- Filling in our online comments, compliments or complaints form
- Telephone (0115 9072244)
- In person or via an elected member
Once you have told us about your complaint we will try to put it right as soon as we are able to. If you are not happy with what we have done or we have not put the matter right then you may take your complaint to stage two.
A complaint will be investigated in a structured way and reported back to you. It would be helpful to have the details of your complaint in writing at this stage, letting us know why you are not happy with our initial response and what you think we can do to put the matter right.
If you are not satisfied then you may take your complaint to stage three.
You can have the matter reviewed if you are not satisfied following the formal investigation. Stage three is the final stage of our council complaints procedure. Please write to us telling us why you are not happy with what we have done, or what we have told you and what you think we can do to put the matter right.
If you are still dissatisfied with the outcome, you will be given details of how to contact the Local Government Ombudsman.
We aim to acknowledge all written complaints within three days and provide a full response within 10 working days. If more detailed investigations are required, this may be extended to 28 calendar days. Full details about the procedure is in our CCC Policy which has been reviewed in 2016.
Local Government Ombudsman
If you are not satisfied with the way the Council has handled your complaint, you can contact the Local Government Ombudsman.
The Ombudsman is an independent government-appointed representative who will act as an impartial investigator. The service is free (and confidential) and is fully described in a separate leaflet entitled "How to complain to the Local Government Ombudsman". Copies of this leaflet are available free of charge from all Council reception areas; or write to:
Local Government Ombudsman PO Box 4771 Coventry CV4 0EH
Tel: 0300 061 0614 website:www.lgo.org.uk
The Local Government Ombudsman's Annual Letter
The performance of councils across England on complaints investigated by the Local Government Ombudsman (LGO) is set out in an individual 'annual letter'. The letters provide a summary of information on the complaints that the LGO has received about each council. Where possible they include comments on an authority's performance and complaint-handling arrangements to help with service improvement.
You can view the most recent Annual Letters for this authority via the link below: