Corporate complaints
About this service
Wiltshire Council wants to provide good quality services but there are times when things go wrong and when they do, we want to know about them. The council is committed to listening to the views of customers and welcomes all feedback.
The corporate complaints procedure gives customers the right to raise a complaint.
There are two stages to the corporate complaints procedure. The first stage provides the opportunity for officers to resolve the complaint, if possible and reasonable to do so.
The second stage is a review of the complaint investigation, which is undertaken by the corporate complaints team. The corporate complaints team will consider the issues and suggest a suitable way forward.
If you believe that the matter has still not been dealt with effectively, you can contact the Local Government Ombudsman. Details are available on the council’s website, the Local Government Ombudsman’s website or by contacting the corporate complaints team and asking for an Ombudsman complaint leaflet.
Complaints concerning adult and child welfare are considered under separate statutory complaints procedures, as required by law. Further details can be found on this website or by contacting the council and asking to speak to one of the appropriate complaint managers.
If you wish to make a complaint, you can do so in a number of ways. By using our Online Complaints form or by email. You can also put your concerns in writing, contact us by phone or attend one of the local council offices.
If you know which department your complaint falls within, you can ask to be put through to the department complaints manager. Alternatively you can contact the customer care unit, who will put you through to the appropriate officer.
If you need advice or assistance in making a complaint, please contact the corporate complaints team using the contact details below.
Eligibility
Everyone. However there are specific complaints that cannot be considered through the complaints procedure. It is designed to address complaints concerned with the service that the council provides as part of its responsibilities to the community. Where there are strict rules and regulations, which have been set down by legislation, it is unlikely that the complaints procedure would be able to consider these matters.
When an alternative method to resolve an issue, such as legal proceedings, tribunals, appeals etc is used, the complaints procedure cannot be implemented. Complaints about staff will not be considered as this may be more appropriate to be put through the discipline procedure.
If you are unsure whether your complaint can be considered, please contact the corporate complaints team using the details below.
Contact Details
Email: complaints@wiltshire.gov.uk
Telephone: 01225 713020 or 01225
713069
Fax: 01225 718399
Postal Address:
Corporate Complaints Team
Wiltshire Council
County
Hall
Trowbridge
Wiltshire
BA14
8JN
Related Links:
Last updated: 12 November 2009