MAKE A COMPLAINT
Please email your complaint, alternatively you can speak to Complaints Line staff by phoning 0191 743 0288 and asking for ‘Complaints’.
By law, we need to deal with some complaints in a different way. If so, we will tell you and give you more information.
Step 1: is where we try to deal with your complaint informally. Often, we can resolve the matter on the spot and settle your complaint without you needing to do anything else.Step 2: of the procedure is where we acknowledge receipt of your complaint in three working days. A senior manager investigates, takes any necessary action and sends their reply out in 15 working days. We will try to make sure that the same or similar complaint does not happen again.Step 3:, also called a Complaint Review, takes place if you let us know that you are still unhappy with the handling of your complaint. You should write saying what you think was wrong about the handling of your complaint at Step 2, and what outcome you would like as a result of reviewing your complaint. The Corporate Complaints Officer will acknowledge receipt of your complaint in three working days. They will review the complaint and send out their reply in 25 working days.
Local Government and Social Care Ombudsman
PO Box 4771
CoventryCV4 OEHPhone: 0300 061 0614Fax: 0247 682 0001Text: 'call back' to 0762 481 1595Website: www.lgo.org.uk