Complaints about Stratford-on-Avon District Council

This page explains how to make a complaint, and tells you how we will respond. You can submit your complaint by using our online form, or by downloading our comments, compliments or complaints form from the menu on the right hand side.

What will be treated as a complaint?

When we receive a complaint, we aim to put it right. For instance, we will arrange to collect unemptied bins within 24 hours. More complicated issues or those where you believe services have been seriously flawed in delivery/non-delivery will be investigated as complaints.

The authority defines a complaint as:

"An allegation that through action or inaction the Council, or any of its staff, failed to deliver a service in accord with the Council's policy or agreed standards of service."

Dealing with a complaint is not in itself an 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 in dealing with the original work the proper procedure was not followed.

How long does it take to get an answer?

We will normally write to you within 5 working days of receiving your complaint, in order to let you know how it will be dealt with. In most cases we will then write to you within another 10 working days to answer your complaint.

Whilst the Council has explicit target timetables for dealing with complaints, it is acknowledged that given the complexities of some complaints, a resolution may not be possible within these times. If this is the case you will be kept informed of progress and the anticipated timetable for resolving the complaint at the earliest possible stage.

What happens after you've made a complaint?

When we tell you how your complaint will be dealt with, you will be informed who is investigating the complaint. You will also be given a unique number which should be quoted if you need to contact us again about this matter.

All relevant facts will be gathered and one of our Heads of Service will review these facts and determine the outcome of the complaint. We will then write to inform you of this outcome, which will be one of 3 judgements:

• Justified and corrective action required
  complaint upheld and action is to be taken to correct it
• Justified; No corrective action required
  complaint upheld but no further action to be taken
• Unjustified
  complaint rejected.

What happens if you're not satisfied with the result?

If you are not satisfied with the Head of Service's conclusion you may ask the Council to reconsider it. This will only be done if the matter has already been investigated by the department involved, unless the Chief Executive determines the allegations are sufficiently serious to warrant immediate treatment at a corporate level.

	Elizabeth House, HQ

A form for comments, compliments and complaints is available on the right for you to download and print. After completion this should be posted to the department providing the service at:

Elizabeth House
Church Street
STRATFORD-UPON-AVON
Warwickshire
CV37 6HX

Following the Director's investigation, if you still believe you have suffered injustice as a result of maladministration which has not been resolved you are entitled to refer the matter to the Local Government Ombudsman.

Leaflets about the Ombudsman service are available at the Council's main public offices, or by telephoning 01789 260101.

The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Ombudsman investigates complaints about most council matters including housing, planning, education, social services, and council tax. The Ombudsman who deals with this Council is at:

The Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ
Telephone: 01904 380200
Fax: 01904 380269
Email: enquiries@lgo.org.uk

The Local Government Ombudsman has a leaflet called "Complaint about the Council? How to complain to the Local Government Ombudsman." You can get a copy by telephoning or writing to the address above, or you can download it from the Ombudsman's website.

If you have an enquiry about the Local Government Ombudsman's service you can telephone their Adviceline on 0845 602 1983.