We're committed to improving customer experience across council operations and value your feedback.
If you have a complaint, concern, compliment or comment about a service we provide please tell us.
Find out about:
- Getting help to raise a complaint or concern
- What to do if you're unhappy with how we handle your complaint
- Anonymous complaints
- Unreasonable or unreasonably persistent complaints
- Improving our standards of service
- Access to the complaints process
- Feedback and continuous improvement
Getting help raising a complaint or concern
If you find it difficult to make a complaint yourself, you can ask someone you trust to help you. If a friend, relative, voluntary agency (or your local councillor or Member of Parliament (MP) acting as your advocate) provides help, you may need to provide consent for them having access to your personal information. Citizens' Advice can also help you make a complaint.
If you're raising a concern, comment or complaint you will not be treated unfairly as a result.
What to do if you're unhappy with how we handle your complaint
Contact the Local Government and Social Care Ombudsman (LGSCO) if you're not satisfied with our complaints procedure. If it's more appropriate to refer you to the Housing Ombudsman Service (HOS), rather than the LGSCO, we'll let you know. Please be aware that neither the LGSCO nor the HOS will look at the merits of your complaint, but they may investigate how we've dealt with it.
The Parliamentary and Health Service Ombudsman (PHSO) makes final decisions on complaints that we have not resolved. They'll look into your complaint if you believe:
- there's been injustice or hardship because we have not acted properly
- we have given a poor service, and not put things right
See details of previous ombudsman decisions about City of York Council.
Anonymous complaints
We understand that it might be difficult for you to complain because you're worried that it could result in a poorer service to yourself or your household.
Please be assured that we treat all complaints against us in the strictest confidence, and that it is your right to complain.
Please note that we don’t always investigate a complaint when it is made anonymously.
Unreasonable or unreasonably persistent complaints
Where a complaint is deemed to be deliberately unreasonable or unreasonably persistent, we may, at any stage of the complaints procedure, review the complaint and give a decision without a formal investigation.
If a complaint is substantially the same complaint as has been made by the same complainant within the previous 12 months, we may decide not to investigate.
In each of these circumstances you'll be informed in writing of our decision.
Improving our standards of service
Your complaint or concern will be dealt with properly and our response will be clear, outlining what we've done, and what we're unable to do.
On a regular basis, we'll evaluate all comments, compliments, complaints and concerns we receive and make any recommended changes in processes or service provision where the nature and level of 4Cs indicates that this is appropriate.
Access to the complaints process
As a public authority, we are committed to ensuring that all customers can access our complaints process in a way that meets their individual needs. We recognise our duty under the Equality Act 2010 to make reasonable adjustments and to promote inclusive service delivery.
Our approach to accessibility includes:
- multiple access channels: complaints can be submitted in person, by phone, email, post, or via our website - we also accept complaints through advocates or representatives where appropriate
- alternative formats: we can provide information and accept complaints in alternative formats such as large print, braille, audio, and easy-read documents - these can be requested at any stage of the process
- language and communication support: we offer translation and interpretation services, including British Sign Language (BSL), to support individuals whose first language is not English or who have communication needs
- digital accessibility: our website is designed to meet recognised accessibility standards (e.g., WCAG 2.1), ensuring compatibility with assistive technologies
- physical accessibility: our council office is equipped with accessible entrances, hearing loops, and other facilities to support disabled visitors - home visits or alternative meeting arrangements can be made where needed
- reasonable adjustments: we will make reasonable adjustments to our complaints process to ensure it is accessible to everyone - this may include extended timeframes, support with form completion, or alternative communication methods
Feedback and Continuous Improvement
We welcome feedback on the accessibility of our complaints process and use it to inform ongoing improvements. If a complainant feels that accessibility has not been adequately considered, this will be treated as a separate issue and investigated accordingly.