Complaints

Making a formal complaint

If you want to make a formal complaint please complete the complaint form.

The complaints procedure gives you the opportunity to raise a complaint with the council. Each directorate is responsible for handling its own complaints. The council’s directorates are:

Council directorates

Stage 1

An acknowledgement will be sent within one working day and a full written response provided within a further 10 working days. If more time is needed a letter will be sent giving reasons for the delay and a new date for the response.

Stage 2

If you are not satisfied with the council’s response at Stage 1 you may request that your complaint progress to Stage 2. At this stage the Chief Executive will arrange for a senior officer unconnected with the case to carry out a further independent investigation. This officer will acknowledge the complaint within 3 working days and a full written response provided within a further 15 working days. If more time is needed a letter will be sent giving reasons for the delay and a date by which you can expect the matter to be resolved.

Please note

Complaints must be submitted in writing. This includes fax and electronic submissions. However, in line with the requirements of the Equality Act 2010, we can make reasonable adjustments to assist you if you have a disability that prevents you from making you complaint in writing. We can also help if English is not your first language. If you need support in completing a complaint form please let us know.

Exceptions

The council does not accept anonymous complaints.

The council does not accept the following type of complaints:-

• Something you knew about more than 12 months before you raised it with the council.
• Requests for information or explanation of council policy or practice.
• Complaint about a council policy.
• Matters for which you already have a right of appeal or you could have gone to a Court, Tribunal or Government Minister.
• Something which affects all or most of the people of Preston.
• Personnel matters.
• Contracts for the supply of goods and services.

Local Government Ombudsman

If you are unhappy about the way you have been dealt with by the council you can refer your complaint to the Local Government Ombudsman who may decide to investigate the matter further. However, the Ombudsman may ask that the council’s procedures are completed before carrying out their investigation.

The Ombudsman will investigate the way your case has been handled, or the council’s failure to do something but does not question a council’s decision simply because you do not agree with it.

The Ombudsman can be contacted at:-

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH

Tel: 0300 061 0614
Fax 024 7682 0001
Text ‘call back’ to 0762 480 4299
Email: advice@Igo.org.uk
Website www.lgo.org.uk