Complaints

We aim to provide a high standard of service, but try as we might, we may not always get it right first time.

If you wish to provide general feedback about how we can improve our services, including compliments, then please fill in our Compliments and Comments form.

Informal Resolution

Most concerns can be resolved without you needing to make a formal complaint. These include missed bins, noise concerns and planning enforcement, which can be raised directly with the service team using the links on our Contact us page. If you are not sure which team to contact, please email complaints@southandvale.gov.uk.

Making a Formal Complaint

Please note that due to a major IT system maintenance, our usual complaints form will not be available for a period of just over one week, from 27 May. These dates are based on our current understanding – but could be subject to change and may be longer than anticipated. For more information, please see our IT maintenance update.

If you wish to make a complaint during this time, please email the complaints team at complaints@southandvale.gov.uk with the following essential information:

Name, Address and Contact details
Details of the complaint, please provide as much information as possible.
Is this the first time you have reported/ raised this matter with us?
Have you been in touch with the relevant service team already?
What effect the action/ lack of action has had on you?
What do you think the council could do to put it right?

We apologise for any inconvenience this causes and appreciate your patience.

Tips for making a complaint

Check the service you are complaining about is one we provide using our Contact Us page
Read the Corporate Complaints Policy and Procedure below
Submit your complaint as soon as you can
Use our online form below
Include evidence – you can upload photographs, statements, emails and letters on the form
Specify if you think we have failed to follow a policy or procedure
Be clear and brief – use numbered lists and headings to highlight important issues
Tell us what you are hoping to achieve as an outcome of the complaint

Download our Corporate Complaints Policy and Procedure here

Click here to make a complaint using our online form

If you require this form in an alternative format (for example large print, braille, audio, email, easy read and alternative languages) please email communications@southandvale.gov.uk or Call: 01235 422400 (Text phone users add 18001 before dialling)

How we manage formal complaints

Stage One

The service manager for the area being complained about, will investigate your complaint and send you a full response within 10 working days.

Stage Two

You have six weeks from the date of our response to come back to us if you feel we have not addressed the issues you have raised.

You must explain:

what you feel we have not addressed in the stage one response
and what outcome you would like to achieve by pursuing a stage two investigation

Within 20 working days of receipt of the above points, the head of service will review the stage one response, and whether we have satisfactorily addressed the points you raised in your stage one complaint.

The Ombudsman

If you are still not satisfied with the outcome, you can refer your complaint to the Ombudsman.

For complaints related to services that the council provide (except housing where the property is owned and managed by the council) please contact the Local Government Ombudsman via their website www.lgo.org.uk or by calling 0300 061 0614.

For complaints related to council owned and managed housing please contact the Housing Ombudsman Service via their website www.housing-ombudsman.org.uk or by calling 0300 111 3000.

Download the Housing Ombudsman Complaint Handling Code Self-Assessment form here

When our complaints procedure cannot be used:

If you disagree with the way we have calculated your benefit entitlement, please visit the Benefit Reviews and Appeals page
To appeal a licensing decision (premises, personal or taxi licences), the written decision notice will give details of the relevant rights of appeal. Further information is at the bottom of our licensing page
If you believe that you should not have received a parking fine, please visit the dispute a parking fine page
Complaints about Elected Members, please visit our Councillors’ code of conduct page
To appeal a planning application decision, the written decision notice will give details of the rights of appeal for applicants. We can only investigate the handling of the application under our complaints procedure, not the decision itself
Complaints about parish or town councils should be sent directly to the relevant parish or town council
For matters that have already exhausted the complaints process, or have been investigated by the Ombudsman