Compliments, comments and complaints

We are committed to providing high quality services. If you have something to say about the services we provide, or the way we provide them, please tell us. Your comments help us to learn about what is important to you and plan better services for the future. We are confident that the services we provide to our customers are of a high quality, but we can sometimes get it wrong.

If you are unhappy in any way about the service you have received we would like to know. We also would like to hear from you if we have done something well, or could do something differently.

If we could do something better, our staff will work with you to put things right immediately but we also have a complaints procedure you can follow.

A Customer Guide to the Warwickshire County Council General Complaints Procedure (pdf, 719Kb)

Tell us about a problem

On the spot solutions

Please let a member of staff know straight away if you are unhappy about something. We want to put things right as quickly as possible. Start by talking, writing to, or emailing the person you have been dealing with at the council. Most problems can be sorted out this way.

If we can’t find a solution together quickly, we can consider your problem under the council’s complaints procedure.

We will always deal with your complaint in the most appropriate way. Separate procedures apply in some cases e.g. social care and education.

For most Warwickshire County Council services there is a two stage complaints procedure.

Stage One: Investigation

This will involve an appropriate officer, usually from the service area where the problem occurred, investigating your complaint. We aim to resolve the issue within ten working days. If we think it will take longer we will let you know.

In exceptional circumstances a more detailed investigation may be required. The person investigating your complaint will let you know if this is the case. This is called a commissioned investigation and will usually be completed within 25 working days.

Stage Two: Review

If you are unhappy with the response you receive from the stage one investigation you can ask for review. You will need to do this within 10 working days of receiving your response from stage one. The council’s Customer Relations Team will carry out the review. The review will not reinvestigate the complaint, but will look at your continuing concerns and what practical steps can be taken to address them. The review will usually be completed within 30 working days. You will be provided with a clear written response when the review is complete.

If you feel your complaint is still not sorted out you can contact the Local Government Ombudsman.

Local Government Ombudsman

Our complaints procedure does not affect your right to make a complaint to the Local Government Ombudsman (LGO) at any time, but the LGO will normally expect you to give us the chance to solve the problem first.

The Local Government Ombudsman, Box 4771, Coventry, CV4 0EH

www.lgo.org.uk

0300 061 0614 or 0845 602 1983

Complaints against policy

Policies are the guiding principles, or framework, for how Warwickshire County Council provides its services to our customers and the wider community. Policies specify what we do and how we do it, as well as who our customers are and the boundaries we operate within.

We want to know when people disagree with the way we have interpreted the legislation, guidance and advice we follow in relation to developing our policies. If you have a complaint about council policy this must be handled in a specific way, this is because only senior managers or county councillors can make a decision to amend a policy.

Complaints against council policy: A customer guide (pdf, 84Kb)

Compliments, comments and complaints was last updated on April 2, 2014.