Stage 1
The first thing we will do is try to put things right straight away. If necessary, a council manager will investigate and if required will contact you within 5 working days to let you know the outcome. If your enquiry is complex, and we cannot provide a full response within that time, we will contact you to explain any delay and tell you when you can expect a full response. Our target is to do this within 20 working days.
Stage 2 – Appeals
If you are dissatisfied with the outcome of your first stage complaint, you can appeal. You can use any of the contact methods described above to make your appeal: via the website, telephone, in writing or in person. If you were given a case number during stage 1, please quote this in making your appeal. Appeals are investigated by the Head of Service. The Head of Service will contact you within 5 working days to let you know the outcome. If your enquiry is complex, and we cannot provide a full response within that time, we will contact you to explain any delay and tell you when you can expect a full response. Again, our target is to do this within 20 working days.
Stage 3 – the Ombudsman
If having been through the Council’s complaints procedure you are still not satisfied, you can take your complaint to the Local Government Ombudsman. The Ombudsman is a national, independent investigator. Usually, the Ombudsman does not accept complaints that have not been the subject of the Council’s own complaints process first. When we contact you with the outcome of the appeal, we will remind you of your right to refer your complaint to the Ombudsman.
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 0614
Fax: 024 7682 0001