Complaints Procedure

In dealing with complaints we will follow our dedicated complaints procedure which is detailed here.

What we will do

If you make a complaint we will investigate it fully and respond as quickly as possible. Generally this will be within 10 working days. However issues involving Health Care may take up to 20 days to investigate fully. If a complaint is particularly complicated and likely to take longer than expected we will advise you of this. We will consider your complaints to see how we can improve our services so the same complaint does not arise again.

What if you disagree with the response

If you are unhappy with the way we have dealt with your complaint, please let us know. We will review your complaint and the follow-up action taken, and advise you of the outcome in writing, within 20 working days. You can also put your complaint to the Local Government Ombudsman. The Ombudsman is independent and would expect you to have used the Council's complaints procedure before becoming involved. If the Ombudsman decides you have been treated unfairly, we will take action to put things right.

Tell us if you would like an advisory leaflet or, alternatively, you can contact the Local Government Ombudsman at:

PO Box 4771,
Coventry,
CV4 OEH.

You can also telephone 0845 602 1983 or email advice@lgo.org.uk.