Council Services Compliments & 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.

If you simply have a request that you would like the Council to deal with such as noisy neighbours, a missed bin collection or to report a pot hole for example please use the relevant online form which can be found on our 'Report it' page.

Who can use this procedure?

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

How to make a complaint

• Online: Complete our Compliments and Complaints Form
• Email: connectcc@solihull.gov.uk detailing your complaint
• Telephone: 0121 704 8005
• Letter:
  Corporate Complaints Team
  The Bluebell Centre
  West Mall
  Chelmsley Wood
  B37 5TN
• Calling into one of our Solihull Connect  walk-in locations at Library Square, West Mall Chelmsley Wood, Shirley Police Station.

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 compliment or concerns?

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

How we will deal with your compliment or 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 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 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 the Corporate Complaints Team 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 Corporate Complaints Team 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
PO Box 4771
Coventry
CV4 0EH

Telephone: 0300 061 0614

Complaint about a Councillor?

Members of Solihull Metropolitan Borough Council including co-opted members are subject to a Code of Conduct.

Members of Parish Councils are also subject to a Code of Conduct.

Complaints that the conduct of a Borough Councillor or a Town or Parish Councillor is in breach of the Code of Conduct should be made to the Council’s Standards Committee who will consider the complaint under a separate procedure and decide what action to take. Further details are on the Standards Committee page and a complaint form is available to download.