Council Service Complaints

Complaints, compliments and comments We want to provide you with high quality services. And to do that , we need to know if we are getting it right.

We want you to tell us if you have a problem with a service we've provided, or on the other hand, if you are really happy with something we have done for you. We also want to know if you have general comments about our services.

Who can use this procedure?

Anyone who uses Council services, or someone acting on your behalf.

Equal Opportunities

We will treat you with respect, dignity and fairness regardless of your racial identity, gender, disability, age, culture, religion, status, or sexuality.

Do you need help to raise your concerns?

If you are unable to make a complaint yourself then you can ask someone to help you. This could be a relative, friend, advocate or the Citizens Advice Bureau.

You can contact us by:

• Online: Contact Us - Complaints
• Telephone: 0121 704 6761- 0121 704 6000
• Letter:
  Complaints Manager
  PO Box 18
  Council House
  Solihull
  B91 9QS
  
• Calling into Solihull Connect at
  Library Square, Solihull
  Chelmsley Wood Housing Office
  Shirley Police Station
  Balsall Common Library, Thursday surgery only

How we will deal with your complaint

We have a clear and fair complaints process. It has four stages. We see complaints as a way of learning and a chance to improve our services.

Stage one

We will register your complaint and pass it to a member of staff from the service area to investigate. They will contact you to talk about your complaint in more detail. The member of staff will look into your complaint and try and solve your problem within ten working days.

If you are unhappy with the result of your stage one complaint please write to or call us within ten working days of getting our response. You will need to give your reasons for remaining unhappy and what you would like to happen.

Stage two

We will ask a Manager from the service area to look into your complaint again.

The Manager will check that we have done everything we can to try and solve your problem within ten working days.

If you are unhappy with the result of your stage two complaint please write to or telephone us within ten working days of getting our response. You will need to give your reasons for remaining unhappy and what you would like to happen.

Stage three

We will appoint a Senior Manager who doesn't work for the service area complained about to investigate your complaint. We call this person an Investigating Officer.

The Investigating Officer will be experienced in dealing with difficult complaints.

The Investigating Officer looking into your complaint will need to meet you to discuss your complaint in more detail. The Investigating Officer will aim to finish the investigation within 25 working days.

If you are unhappy with the result of your stage three complaint please write to or telephone the Complaints Manager within 20 working days of getting our response. You will need to give your reasons for remaining unhappy and what you would like to happen.

Stage four

This is the last stage.

The Chief Executive will review your complaint, and check that we have looked into your complaint properly. The Chief Executive will write to you to tell you the result of the review within 20 working days.

Local Government Ombudsmen

If you are unhappy with the result of your stage four review you can write to the Local Government Ombudsmen who will give you independent advice on your complaint.

The Local Government Ombudsmen
Beverley House
17 Shipton Road
York
YO30 5FZ

Telephone: 01904 380 200