Where a customer is still dissatisfied after receiving a response to a Stage 2 complaint they can refer their complaint to the Local Government Ombudsman .

If the customer has referred the complaint direct to the Ombudsman without it having been processed through the Council’s Complaints Procedure, the Ombudsman should pass the complaint back to the Council to investigate.

If, once the complaint has been through the Council’s Complaints Procedure the customer remains dissatisfied, they can then refer the complaint back to the Ombudsman.

A leaflet produced by the Ombudsman entitled 'Complaint about the Council?' is available at our Connections offices.  Alternatively, you can contact the Ombudsman direct at:

       Local Government Ombudsman
       PO Box 4771
       Coventry
       CV4 0EH

The Council will acknowledge receipt of any complaint within 5 working days and endeavour to resolve Stage 1 complaints within 10 working days of receipt. The Council aims to resolve Stage 2 complaints within 30 working days of receipt.