We are sorry if you feel unhappy with any of our services. Why not talk to the people who provided the service to see if they can put things right for you? If you are still not satisfied, or feel you cannot talk to them, then you can register a formal complaint.

The complaints procedure

Once we have received your complaint form, we will contact you within 5 working days acknowledging receipt  

Following a thorough examination of the circumstances surrounding your problem we will try to resolve your complaint. We normally reach a decision within 20 working days. If this is not possible, we will write to you within 20 working days to inform you of progress and let you know when you can expect a decision.

If you are still not satisfied, you have the right for your complaint to be investigated by the Chief Executive.A letter of acknowledgement will be issued within 5 working days of receipt of your request for the complaint to be reconsidered. A decision will normally be issued within 20 working days.

If you are still not happy you have the right to proceed to the final stage of the County Council's complaints procedure, the Review Panel, which you have the right to attend. The Panel will review the details of your complaint and consider whether every effort has been made to resolve it. A panel will normally meet within 20 working days from your request. A decision will be sent to you within 5 working days of the Panel meeting.

The Local Government Ombudsman

At any stage in the Complaints Procedure you have the right to take your case to the Local Government Ombudsman. The Ombudsman will usually ask you to allow the County Council the opportunity to resolve things through its formal complaints procedure first.

You can request a leaflet called Complaint about the Council? How to complain to the Local Government Ombudsman.

You can get a copy by telephoning or writing to the address below or by downloading it from the Ombudsman's website at www.lgo.org.uk/complain.htm

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Tel: 0845 602 1983 or 024 7682 1960
Text: 0762 48 4323
E-mail: advice@lgo.org.uk

Local Government Advice Team operates Monday to Friday, 8.30am to 5pm

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