Complaints process

We look into all complaints thoroughly and fairly. All information provided to us in the complaints process is completely confidential. 

However, to respond to your complaint we may need to pass your information to other teams within the Council. Your personal information will not be shared with anyone outside the Council unless you agree, or it is completely necessary.  

Once you have made a complaint, we will let you know we have received it, who is dealing with it, and how long it will take to respond to you. In most cases, this will be within 20 working days. 

You can read our full complaints procedures below: 

• Complaints procedure for children’s services 
• Complaints procedure for adult’s services 
• Complaints procedure for corporate services 

If you are not happy with our response, you can discuss the next steps with our Complaints Team.  

Once we have completed our complaints process, if you remain dissatisfied you can contact the Local Government Ombudsman by writing to: 

Local Government Ombudsman 
PO Box 4771 
Coventry 
CV4 0EH