Compliments
When we have done something right, please let us know. We will record your feedback and use it to help us build on what we're good at.
Comments
If you have a comment or suggestion about our services then we would like to hear it.
Dealing with a Complaint
On the Spot Solutions
Please let a member of staff know straight away if you are unhappy about something, so that we can try and put things right immediately.
What happens next?
If your complaint cannot be dealt with on the spot or you would prefer your complaint to be more formal, it can go through a number of stages.
Stage One
This will involve an appropriate officer investigating your complaint. You will get a response, usually in writing, within 10 working days.
Stage Two
If you are unhappy with your Stage One response you are entitled to a Stage Two investigation. A more senior officer will investigate your complaint and provide you with a written report, usually within 25 working days.
Stage Three
If you are still unhappy with the action taken in Stage One and Stage Two, then you are entitled to a Stage Three investigation. The Corporate Complaints Officer will review your complaint and the responses you have had at Stages One and Two. This response will also provide you with details of how to contact the Local Government Ombudsman if you are still unhappy with the responses you have received.
We will always try to learn from complaints and will tell you about any changes we make as a result of listening to your complaint.
Special Cases
Certain complaints and representations against policy are not covered by this procedure. They include complaints where legal procedures should be followed (for example, many Social Care issues) and issues where appeal procedures exist (for example, appeals against decisions on school admissions.) Separate procedures also apply for complaints about schools.
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How to make a Complaint, Comment or Compliment
Make a complaint, comment or compliment about any of our services
Many Social Services Complaints and appeals against school admission decisions have to follow legal procedures.
More information on making a complaint to Social Services
More information on making a complaint about a Warwickshire School
If your complaint is about the behaviour of a County Councillor or non elected Member of the Council please click here for more information.Complaints about Councillors
If you have any questions or want to speak to someone please telephone our freephone number on 0800 169 2076 where a telephone operator will put you in touch with someone who can help.
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