We aim to provide efficient and good quality services to all our customers, but on some occasions things can go wrong. 

The Corporate Complaints Policy at Charnwood Borough Council has been updated and was implemented on February 1, 2023.

The  main changes to the Policy are:

  • All complaints will now be investigated under a two stage process.
  • The council will only consider complaints where the incident has happened within the last 6 months.

Escalation of complaints from stage 1 to stage 2 must be made within 28 calendar days of the stage 1 response. For example, if a customer receives a stage 1 response on March 1 a request to escalate the complaint for review must be received by March 29.

What you can complain about

  • The lack of fairness or professionalism of interaction with officers
  • Failure to do something we should have done
  • Refusal to provide a service or delivery of poor service
  • Failure to follow the correct policy or procedure

What you can’t complain about

Certain enquiries will not be dealt with through the Council’s complaints policy because there are other processes more suitable for dealing with them, or because they are outside of the Council’s control. These include:

  • An initial request for service, such as reporting a repair
  • A complaint that has already been concluded as not being the fault of the council
  • Homeslessness decisions and housing register banding decisions
  • Outcome of planning applications
  • Matters of law or central government policy, such as Council Tax legislation
  • The correct application of Council policy, or to matters for which is there is a right of appeal (an appeal within the Council or to an independent tribunal)
  • Complaints where the customer or the Council has started legal proceedings
  • Complaints that have already been decided by a court or independent tribunal
  • Complaints from staff about personnel matters, including appointments, dismissals, pay, pensions and discipline(these are dealt with under the Council’s HR procedures)
  • Complaints relating to Freedom of Information (FOI), Environment Information Regulations (EIR) and Data Protection legislation

How to complain

Visit our Feedback, Compliments or Complaints webpage for full information or complete the online form below.

Report feedback, make a compliment or make a complaint

What happens after you complain

The Council will review your enquiry to see if it meets the policy definition of a complaint.

If so, the complaint will be directed to a senior officer / manager within the relevant department for investigation and response within 10 working days.

If you are unhappy with the outcome or the way the complaint has been handled you can request a review of your complaint at stage 2 of the policy, this must be requested within 28 calendar days of the stage 1 response.

The stage 2 investigation will be undertaken by someone independent of the initial complaint and you will receive a response within 20 working days. 

If you are still unhappy after the Council has completed its investigation into your complaint you can approach the relevant Ombudsman.

These are independent organisations appointed by the Government to look into complaints of bad practice against local authorities:

Vexatious And Unreasonably Persistent Contacts Policy

The majority of complaints received by the Council are resolved through the Corporate Complaints Policy without difficulty. Sometimes, however, complainants may be pursuing complaints in unreasonable ways. The Vexatious and Unreasonably Persistent Contacts Policy identifies situations where a customer might be considered “unreasonably persistent or vexatious” in the frequency or nature of their contacts with the Council, and outlines proportionate ways of responding to such occurrences.

This policy should be read in conjunction with the Council’s Corporate Complaints Policy.

Where you can get help

Citizens Advice Bureau, Woodgate Chambers, 70 Woodgate, loughborough, LE11 2TZ

  • Tel: 0844 4171025 (landline)
  • Tel: 0300 3301025 (mobile)
  • Money Advice clients only: (01509) 221215 or 08442 480 040

John Storer House, Wards End, Loughborough

The Bridge Housing Advice Centre, 38 Leicester Road, Loughborough, LE11 2AG

  • Tel: 01509 220571
  • Fax: 01509 260505

Last updated: Thu 20th April, 2023 @ 09:58