Introduction

The complaints procedure gives you the opportunity to raise a complaint where you have suffered an injustice as a result of the actions, or inactions of the council. Each directorate is responsible, initially, for handling its own complaints. If you wish to complain about something the council has or has not done you should first contact the member of staff responsible to give them an opportunity to address your concerns. The council’s directorates are as follows:-

Communities/Deputy Chief Executive

Includes Community Engagement, Environmental Health, Leisure, Sport and Arts, Law and Admin and Human Resources

Development

Includes Planning, Strategic Housing and Regeneration and Property Services

Environment

Includes Neighbourhood Services, Works, Engineering and Buildings Management

Finance and Business Services

Includes Finance, ICT Services, Revenues and Benefits, Service Transformation, Internal Audit and Guild Hall

If you are unsure who to contact please enquire at the contact centre in the Town Hall.

Making a formal complaint

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

Stage 1

Return the completed complaints form to the contact centre or to the Customer Care Officer for the directorate you are dealing with. 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 of the procedure. At this stage the Chief Executive will arrange for a senior officer unconnected with the case to carry out a further independent investigation of the matter. 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.

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, at any stage, 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 his/her own 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

Document links

Document downloads	File Size
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Complaints form (PDF)	354KB

Date Updated: 29/07/09