Complaints

Charnwood Borough Council aims to provide efficient, good quality services to its customers. Even so, on occasions, things can go wrong.

We will do our best to resolve your complaint about our services to your satisfaction, and we’ll try to learn from them to help us do things better next time.

How can I complain?

If you have a complaint, these are the steps to follow:

Step 1 - Complain to the person dealing with the issue and him o her a chance to put it right. You will receive a reply within 15 working days. You can do this by using our On-line Feedback Form.

Step 2 - Raise the matter with the Service Development Officer for that department - all departments have one. You will receive a reply within 20 working days.

Step 3 - Ask for your complaint to be considered by the Corporate Service Development Officer who will undertake an independent review. You will receive a reply within 20 working days.

When can I complain?

You can complain when:

• We made a mistake in the way we provided a service
• We failed to provide a service
• We delayed in providing a service
• We failed to act in a proper manner
• We provided an unfair service

What isn’t included?

The complaints procedure doesn’t apply to:

• Initial requests for service e.g. the first time you ask for something
• Initial requests for information or for an explanation of Council policy or practice
• The correct application of the law or a Council policy, or to matters for which there is a right of appeal (an appeal within the Council or to an independent tribunal)

What can I do if I’m still not satisfied?

At any time, you can refer your complaint to:

Your local Councillor:

If you would like to find out who your local Councillor is, you can contact us:

By phone

• (01509) 263151

Via our website

• www.charnwood.gov.ukpages/councillors

By Email

• information@charnwood.gov.uk

The Local Government Ombudsman

This is an independent person appointed by the Government to look into complaints of maladministration (bad practice) against local authorities. The Ombudsman will usually want to know if your complaint can be settled locally, so please try the steps in this complaints procedure first.

You can get information about the Ombudsman, including a complaint form from the Corporate Service Development Officer (Telephone: 01509 634596: E-mail: complaints@charnwood.gov.uk or visit the Ombudsman website: www.lgo.org.uk

Annual Reports

Each year the Ombudsman sends a letter to every Council about the complaints he or she has dealt with in the previous year relating to that Council. The letter sent to Charnwood Borough Council for 2008/09 can be read using the link below.

Ombudsman Annual Letter (PDF Document, 0.2 Mb)

Complaints Annual Report 05 - 06 (PDF Document, 0.1 Mb)

Complaints Annual Report 06-07 (PDF Document, 0.1 Mb)

Where can I find more information?

You can look at a complete copy of our Corporate Complaints Procedure, or you can contact the Corporate Service Development Officer (Telephone: 01509 634596: E-mail: complaints@charnwood.gov.uk

Other Agencies

Citizens Advice Bureau
John Storer House
Wards End
Loughborough
Tel: 0870 126 4096

Charnwood Voluntary Service
John Storer House
Wards End
Loughborough
Tel: 01509 631750
e-mail enquiries@charnwoodcvs.org.uk

The Bridge Housing Advice Centre
The Bridge,
38 Leicester Road,
Loughborough,
LE11 2AG,
Telephone 01509 220571,
Fax 01509 260505,