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About the council

Each day, we make thousands of decisions and try hard to give the best possible service but we accept that sometimes things can go wrong.
Your comments; good or bad, help us plan for the future.

Sometimes you can fix your issue without needing to make a formal complaint. You may find using these routes will provide you a quicker response:

You can also report an issue in your community to your local Area Board

If you wish to make a comment or observation, rather than a complaint, you can contact the council and your comments will be forwarded to the relevant service.

You can make a complaint about the following:

You can contact your worker or the team you are working with, or if you prefer you can contact the customer complaints team.

We have put together a list of organisations that might be able to help you by providing further advice and support, depending on the nature of your complaint.


You may be able to deal with your complaint by talking to one of your child's teachers, doing this early on can help prevent misunderstandings and any concerns getting worse.

If you are unable to do this you should ask to see the school's own complaints procedure which will explain how to make your complaint, this may involve going to the headteacher or governing body.

You can also find guidance about making a complaint about a school on the Department for Education website.

If you are not satisfied with the responses you have received from the school you may be able to get help from Ofsted, you can find details of how to do this on the Ofsted website.

Complaints about school admissions

If you are unhappy about your child's school placement you can appeal the decision, more information about how to appeal can be found on the schools admissions pages


All Councillors have to comply with a code of conduct for members. Each authority may define their own code of conduct, but all codes must have due regard to the following principles:

  • Selflessness
  • Integrity
  • Objectivity
  • Accountability
  • Openness
  • Honesty
  • Leadership

Wiltshire Council members have adopted the following code of conduct. City, town and parish councils in Wiltshire may have adopted different codes, so if you are concerned about the conduct of a city, town or parish councillor you should contact the relevant council and ask to be provided with a copy of the code of conduct they have adopted. You may also be able to obtain a copy of the code of conduct from the relevant town or parish council’s website.

If, having read the relevant code of conduct, you consider that a councillor may have been in breach of their code and you wish to complain, please fill in this members complaint form (available in the downloads section of this page) and either email it to governance@wiltshire.gov.uk or print it off and post it to:

The Monitoring Officer
Wiltshire Council
BA14 8JN

Please make it clear which council your complaint relates to, and state clearly in your complaint why you think the councillor may have breached their council’s local code of conduct, with reference to the relevant provisions in that code.

When we receive your complaint the monitoring officer will determine whether it meets the initial criteria to proceed to a formal assessment. This decision will be taken having regard to the guidelines set out in Wiltshire Council's PDF local assessment criteria. This can be found in the downloads section of this page.

We can only deal with complaints about the behaviour of a councillor when they are acting in their official capacity. We cannot deal with complaints about behaviour that is not covered by the members’ Code of Conduct for the relevant council. We will usually only be able to consider complaints made within 20 working days of the event giving rise to the complaint.

If the complaint meets the initial criteria, the Monitoring Officer will give the councillor concerned an opportunity to respond to the issues you have raised and, in light of any comments received from the councillor will consider whether to refer it for formal assessment. Complaints will not normally proceed to a formal assessment if they are considered to be trivial or vexatious. The formal assessment will be carried out by the Assessment Sub-Committee of the Standards Committee. You will be informed whether your complaint is going to be referred to a meeting of the Assessment Sub-Committee and of your right to attend that meeting, should you so wish. 

The members complaint form and Wiltshire council's local assessment criteria PDF can be found in the downloads section of this page. Further information on the arrangements for dealing with code of conduct complaints can be found in Protocol 11.


If you want to complain about the conduct of the Wiltshire PCC and/or DPCC, please use the PCC complaints form and email it to governance@wiltshire.gov.uk or print it off and post it to:

The Monitoring Officer
Wiltshire Council
BA14 8JN

Or you can send a letter to the Monitoring Officer using the above addresses.

When we receive your complaint the Monitoring Officer or Deputy Monitoring Officer will decide whether we can deal with it. If your complaint is about the conduct of the Police and Crime Commissioner and/or Deputy Police and Crime Commissioner we will follow the (PDF) PCC and DPCC complaints process

To find out how your complaint is dealt with from the beginning to the end of the process please read about (PDF) arrangements for dealing with complaints about the PCC and DPCC.

What is not covered by the complaints process

  • Operational policing matters or the conduct of individual police personnel. These complaints should be directed to the Chief Constable of Wiltshire Police
  • Policing policy matters or complaints relating to the conduct of the Chief Constable. These complaints should be directed to the Police and Crime Commissioner
  • Potential criminal conduct of the Police and Crime Commissioner, both where a formal complaint has been made or where the circumstances point to potential criminal behaviour. Such complaints will be referred by the Monitoring Officer to the Independent Police Complaints Commission (IPCC) for determination

If you would like any further information about the complaints process please call the governance team on 01225 718400.

PDFs can be found in the downloads section.


For all other complaints about services please see our making a complaint page or you can contact us


We understand that making a complaint can be a result of a stressful and distressing event or situation and we will do everything we can to support you through the complaint but we will not tolerate unreasonable, aggressive or abusive behaviour. If an individual displays an unreasonable persistence in making a complaint or repeating issues when a response has been provided we will consider taking further action by applying the vexatious procedure.

Find out more about how we expect you to behave.


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In About the council

Last updated: 30 December 2019 | Last reviewed: 30 December 2019