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Council Services:

What we will do if you complain – corporate complaints

Corporate complaints

The Council has a two-stage approach with a third level of escalation to the Local Government Ombudsman (LGO):

Stage 1 - Response to the complaint by the relevant Service Team
Stage 2 - If the customer is not satisfied with the response they received at stage one and is able to explain what has not been addressed, they can ask for the complaint to be referred to an appropriate Director/Assistant Director to consider whether further investigation is required.
Local Government Ombudsman independent review

Stage one - making a corporate complaint

  • All corporate complaints are recorded on our system
  • You will receive an acknowledgement of your complaint within five working days
  • We will aim to provide you with a final response within a further 10 working days from a Head of Service or nominated manager within the relevant service.

We will aim to resolve your complaint as quickly as possible.

What happens next?

Stage two - review

If you are not satisfied with your response you can ask for your complaint to go to the next stage. Your complaint will be dealt with at Director or Assistant Director level. You should receive a further reply within 20 working days. However, if this is not possible, you will be updated on the progress being made.

What if I am still not happy?

Resolving all complaints

If, after following the complaints procedure, you are still not satisfied with the way your complaint was handled you can contact the Local Government Ombudsman. Information on how to do this will be sent to you when we respond to a stage two complaint. An ombudsman will commission an independent investigator to consider if we have dealt with your complaint properly. You can contact the Local Government Ombudsman at:

Local Government Ombudsman
PO Box 4771, Coventry CV4 0EH
Tel: 0300 061 0614 (Monday- Friday 8:30am - 5:00pm)
Text: ‘call-back’ to 07624 803 014
Website: lgo.org.uk

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Last updated: 18 May 2017

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