All local councils publish leaflets on their complaints procedures which are available on request (in different languages, Braille etc.). The general complaint processes are the same. We are working to provide an online means of communication with councils but in many cases this is not yet possible. Please note that for principal services we have created separate complaints procedures information to help clarify the steps. Click on the links below if your complaint refers to them:
Education
Roads, Roadworks and Parking
Health
Housing

If you want to air your views on policy why not use our Open Forum facility to post a message or opinion for others to see and respond to.

Local Resolution 1: The first step should be to complain to the department that provides the service therefore contact your local office or service manager. Your local council's website will include an index to help find the manager responsible for individual services. Otherwise you can phone the council to find the relevant contact. Mistakes or misunderstandings are often sorted out informally at this stage. You can search for your council here.

Local Resolution 2: If you are unhappy with the outcome of Step 1 you can take the matter further by contacting the Council's customer service officer or Chief Executive. The complaint will become formalised and you should have a response within 10 working days or an explanation if this is not the case. If you remain unhappy you have a right of appeal to the Chief Executive following which a full review of your case will be carried out (usually within 15 days).

Authorities:If you have given the Council a reasonable opportunity to deal with your complaint and it has not been dealt with satisfactorily (for example, your case has not been dealt within the time constraints published, you were unfairly treated, you are not satisfied with the action taken etc.) then you can pursue your complaint with the relevant Ombudsman, which provides an independent national services that investigate complaints against councils.

There are separate Local Government Ombudsmen (LGO) for England, Wales and Scotland (Scottish Public Services Ombudsman-SPSO). In Northern Ireland, you complain to the Northern Ireland Ombudsman. The LGOs and Northern Ireland Ombudsman review the Council's handling of your complaint. It will be passed back to the Council unless Steps 1 & 2 have been completed or if the council has not been given an opportunity to deal with your complaint. If your complaint is about a councillor, you can contact the Standards Board for England. It is independent from Central Government and its role is to promote and maintain high standards of conduct by Councillors. In Wales, the LGO carries out the same role. To know how to submit a complaint to the Standards Boards click here

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.