Comment, complaint or compliment

Use our online forms to make a complaint about or compliment a council service

We welcome all feedback.

  • We aim to act quickly and efficiently to put things right if something goes wrong.
  • We use all customer feedback as part of our planning process to improve services to you
  • We will pass compliments on to the people concerned and we will use your comments to help us improve what we do.

You can make a comment, compliment or complaint about council services:

Please note that complaints about adult social care, children's social care, children and young people's servicesschools, and councillors follow different procedures.

Complete theOnline Feedback FormOpens new window

or

Write to us, phone or visit us

If you would like us to respond to your feedback, please provide your contact details. The details you provide will only be used in connection with your feedback.

 

How will we deal with a complaint?

We will try to resolve things that go wrong as soon as possible.

 

Informal local resolution

Wherever possible we will try and resolve a complaint informally and at the point of service delivery. In the first instance please contact the service area you are concerned about and they will try to resolve your complaint as quickly as possible.

 

If we cannot resolve your complaint with informal local resolution you can make a formal complaint. We will acknowledge your complaint within 2 working days and give you the details of the team manager that will investigate your concerns. We will aim to complete this investigation within 10 working days after receiving your complaint.

We hope to resolve all complaints in this way but if you remain dissatisfied with our response you can refer your complaint to the corporate complaints team for a stage 2 review.

 

For a stage 2 review you will need to contact the corporate complaints team giving clear details of which aspects of the stage 1 investigation you are dissatisfied with and the reasons for this.

The corporate complaints team will acknowledge your request within 2 working days and then respond to you within 10 working days with their decision on whether a stage 2 review is appropriate and if we proceed which senior manager will carry out the investigation.

If a stage 2 review is agreed the senior manager will review the stage 1 investigation and decide whether it addressed all aspects of your complaint. The senior manager will respond to you within 25 working days of your stage 2 review request.

 

If you remain dissatisfied with our response you can discuss your concerns with the Local Government Ombudsman, who may decide to investigate your complaint.

For more information go to www.lgo.org.ukOpens new window or telephone their advice line: 0300 061 0614

 

Help us improve Gloucestershire County Council

Don’t include personal or financial information like your National Insurance number or credit card details.