Customer feedback

All other council services procedure

The following information will provide you with an overview of how we deal with complaints about all other council services which do not relate to adult social care, housing, public health or children’s services. For example, highways; Council Tax; planning.

Download the all other council services customer feedback procedure (PDF 4MB) .

What happens when you make a complaint?

There are three stages to the complaints procedure. You do not have to use all three stages and most complaints are resolved at the first stage.

Stage 1

The manager of the service complained about will investigate and provide a written response within 5 working days.

Stage 2

A senior manager of the service complained about will investigate and provide a written response within 15 working days.

Stage 3

An investigator, outside of the service complained about, will review your complaint and provide a written response within 15 working days.

What support is there to help me make a complaint?

An advocate is someone who doesn’t work for us and can help you to make a complaint and make sure your views are heard. There are various types of independent advocacy services available, depending on the needs of the person. You can also seek advice from the Citizen’s Advice Bureau (link opens in new window), your local councillor or MP.

Make a comment, compliment or complaint

Send us a comment, compliment or complaint >>

Other action you can take

If you are not happy with the way your complaint is handled you can contact the Local Government and Social Care Ombudsman (link opens in new window) at any time. The ombudsman usually expects us to have had the opportunity to look into your complaint first.

Write to: PO Box 4771, Coventry, CV4 0EH

Telephone: 0300 061 0614

Online: www.lgo.org.uk/making-a-complaint (link opens in new window)

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