Complaints Procedure

We are committed to providing high service standards to residents, visitors and businesses across the District at all times. There will be times that we do not always get this right and you may wish to raise this with us.

What to do if you are not satisfied with the service received

If you are not satisfied with the service you have received, please let us know in the first instance by contacting the relevant department or by speaking to one of our Customer Services team and we will do our best to put things right.

What to do if you wish to make a formal complaint

If you still want to make a formal complaint because your matter cannot be resolved in the first instance, then you can do so via our online complaints form, by writing to us at the below address or by emailing us at formal.complaint@stratford-dc.gov.uk

Elizabeth House
Church Street
Stratford-upon-Avon
Warwickshire
CV37 6HX

Definition

A complaint is if:

• An agreed resolution(s) following discussions in the first instance has failed; or
• You have expected us to do something and there has been an unreasonable delay; or
• You are not happy with the way you were treated by a member of staff.

Please note that a complaint is not a service request, or a right of appeal against a decision made by the Council or its duties. For instance, criticism of a planning decision, or an appeal against a parking fine would not be treated as a complaint unless it is with regard to not following correct procedure.

The process

There are two stages to making a formal complaint. Most complaints are resolved at Stage 1.

Stage 1

When we have received your formal complaint, the relevant Service Manager will investigate it. We aim to provide a written response to you within 15 working days; however, we may need to contact you if we need more information. If we cannot respond to you within 15 working days, we will keep you updated with how long it will take.

We will then send you a decision letter or email, to advise if your formal complaint has been upheld, partially upheld or not upheld. This will tell you about what we have found and what we have done to resolve your formal complaint.

Definition of outcome of complaint:

Upheld – the manager agrees that your complaint has merit and in so doing will agree how the matter will be settled

Partially upheld – the manager agrees that your complaint has some merit as above, but will make clear aspects which have not been upheld. If you are dissatisfied with the outcome you will be advised of the next stage in the process.

Not upheld – the manager finds that your complaint does not have merit, but will make clear why your complaint has not been upheld. If you are dissatisfied with the outcome you will be advised of the next stage in the process.

Stage 2

If you do not think that your formal complaint has been satisfactorily resolved, or if you do not agree with the decision made at Stage 1, your formal complaint can be escalated to Stage 2 and will be dealt with by the relevant Head of Service.

The Head of Service will investigate your Stage 2 complaint.

We aim to provide a written response to you within 15 working days by sending you a decision letter or email. This will tell you about what we have found and what we have done to resolve your formal complaint.

Stage 2 complaints can take longer to investigate; however, we will keep you updated with how long it will take.

Local Government and Social Care Ombudsman

If you do not agree with the outcome of our investigation into your Stage 2 complaint, you can go to the Local Government and Social Care Ombudsman. They are an independent and impartial body and not part of the council.

You can complain to the Local Government and Social Care Ombudsman at any time; however, it will usually be referred to us if it has not already been through our complaint's procedure.

You can send your complaint to: How to Complain -Local Government and Social Care Ombudsman

Document - Unreasonable%20Complainant%20Behaviour%20and%20Unreasonably%20Persistent%20Complainants%20Policy%20Nov%202023%20.pdf