Council services compliments and complaints
If you have recently submitted a complaint we'd be grateful if you could please complete our Complaints satisfaction survey.
Complaints satisfaction survey
We aim to deliver high quality services with you, the customer, at the heart of everything we do. However, we recognise that sometimes we may not meet the standards we set ourselves and that you expect. We welcome your feedback so that we can learn and improve.
Comment - let us know your thoughts
We would also like to hear from you when we are doing things right.
Compliment - what we’re getting right
If you are telling us about something, such as a missed bin, please give us the opportunity to correct things before logging a complaint. You can do this by
If you've already reported the problem and it hasn't been resolved please continue to make a complaint.
Our complaints procedure
There are 2 stages to our complaints procedure:
We register your complaint and pass it to a member of staff from the relevant service area to investigate. They may contact you to talk about your complaint in more detail and will try to solve your problem in a maximum of 30 working days.
If you’re unhappy with the result of stage 1 please contact us by email at firstname.lastname@example.org or call 0121 704 8005 within 10 working days of our response, explaining why you are still unhappy and what you would like to happen.
We'll ask the service areas Head of Service to look at your complaint again and check we've done everything we can to try to solve your problem. We aim to reply within 10 working days however when a complaint is more complex this can be extended to 20 working days.
If you are still unhappy you can contact the Local Government Ombudsman.
Complain about a particular service
Some services have a separate complaints procedure. You can complain directly about:
Complain - what we’re getting wrong
Other ways to get in touch
You can also comment, compliment or complain by: