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Your council

Make a complaint or suggestion

Contact our 'customer complaints and feedback team' to make comments, compliments, complaints and suggestions; 'Have Your Say' using our eform:

Make a complaint or suggestion

Dealing with your feedback and complaints

Find out about 'How Was it For You?' our process for dealing with your feedback and complaints or download information about our complaints and customer feedback policy and procedures.

We'll treat all feedback fairly and with equal importance, but complaints about some services must by law follow special processes and timescales, set by central Government.

Please be specific when you provide details of your complaint or suggestion; we can offer a faster response when if we know what, why, when, where and who is involved. You should briefly explain all the relevant circumstances surrounding your feedback.

Complaints

A complaint is:

Any expression of dissatisfaction, however made, from a member of the public, about the level or nature of a council service, policy or the way in which the council's staff carry out their duties.

You don't have to say 'I want to make a complaint', but it's helpful and clearer if you do; stating you want to make a complaint avoids all doubt as to how we need to record and respond to what you have to say.

A 'request for a service' that is made for the first time is not a complaint. For example if you report a street light not working, we'll treat it as a service request that we aim to fulfil by repairing it within our standard time frame. If you then tell us we have failed to do that, that's a complaint.

Report problems without making a complaint

You can report a neighbourhood problem online. Alternatively, contact us via our customer centre if there's an issue you need help with, which isn't a 'complaint' about our services.

Local Government Ombudsman

If you've been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman (LGSCO) to review your complaint. The LGSCO is the final stage for complaints about councils and some other organisations providing local public services, inlcuding all adult social care providers, care homes and home care agencies (for people who self-fund their care).

The LGSCO will:

  • investigates complaints in a fair and independent way
  • provide a free service
  • not take sides
  • expects you to have given us the chance to deal with your complaint, before you contact them

If you've not heard from us about your complaint within a reasonable time (usually 12 weeks, but may be longer for social care complaints), LGSO may decide to look into your complaint anyway.

Also see

Customer Complaints and Feedback Team

West Offices, Station Rise, York, YO1 6GA

Telephone: 01904 554145