Complaints

If after going through both stages of the procedure you remain unhappy with the way your complaint has been handled, you can appeal to the Ombudsman.

There are two Ombudsman services that can investigate complaints you have reported to us.

Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman investigates complaints of injustice arising from maladministration by Local Government and certain other bodies. The Ombudsmen can investigate complaints about how the council has done something. But they cannot question what a council has done simply because someone does not agree with it.

Local Government and Social Care Ombudsman

PO Box 4771

Coventry

CV4 0EH

Telephone: 0300 0610614

Website: www.lgo.org.uk

Housing Ombudsman

The Housing Ombudsman Service is a fair and impartial service which was set up by law to look at complaints about housing organisations.

Unreasonably Persistent and Abusive Behaviour

We define unreasonably persistent and abusive complaints as those that, because of the frequency or nature of a complainant's contact with our officers, hinder our consideration of their (or other people's) complaints.

We do not expect our staff to tolerate unacceptable behaviour by complainants or any customer and will take firm action to protect them from this.

For more information of how we manage such complaints, or for examples of unreasonable or persistent behaviour, please refer to the council's Unreasonably Persistent and Abusive Behaviour Policy.