We can often resolve issues quickly, for example where an appointment needs to be rearranged. However, if we are not able to find a solution quickly, we will register your complaint formally. All formal complaints will be acknowledged within two working days.
Formal complaints
Stage one:
The investigating manager will try to resolve the complaint over the phone or through a home visit. Sometimes we will ask for additional information to ensure we understand the complaint and what you would like us to do. If further action is required we will let you know when this will happen, and monitor it to make sure it takes place. We will confirm the outcome in a letter to you, which will be sent within 10 working days of receiving the initial complaint.
Stage two:
If you remain unhappy or feel your complaint has not been fully addressed, you can contact us to explain why, and ask for your complaint to be reviewed by a Head of Service. We will respond to your stage two complaint within 15 working days.
Stage three:
If you are still dissatisfied with the results of the stage two review, you can ask for your complaint to be investigated by an Independent Adjudicator. The Adjudicator will respond to your stage three complaint in writing within 30 days. Read the fact sheet for more information.
The Local Government Ombudsman
If you are not satisfied at the end of stage three, you could refer your complaint to the Local Government Ombudsman. It is a free service.
 | Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH |
 | 0300 061 0614 or 0845 602 1983 |
 | advice@lgo.org.uk |
Freedom of information
You can request information under this Act. We will respond in writing to confirm whether we hold the information requested. If we do, and it is not exempt, we will provide this information within 20 working days.
Our responsibilities
- To ensure we understand what the complaint is about and what you want us to do about it. We may contact you for further information to help us to do this.
- To resolve each complaint at the earliest opportunity
- To investigate and deal with the cause of the problem
- To make sure our reply covers all the issues you raise
- To learn lessons from complaints, and take action to reduce the chance of the problem happening again
Putting things right
There are various things we can do to put things right if we have made a mistake. This may be:
- Apologising
- Carrying out work, such as a repair
- Reconsidering a decision
- Improving procedures and training staff
- Considering compensation
