How we deal with complaints and concerns
Our Complaints, Feedback and Compliance Team will deal with your complaints and concerns using our policy and procedures known as 'The 4Cs Toolkit'.
A complaint or concern is a way of letting us know that you're not happy with a particular service, it may be about a delay, lack of response, or about the standard of service you've received.
Please let us know if:
- you think we've done something wrong
- we've not done something that we said we would do
- you're not satisfied with a particular service, or set of services that we provide
Use our online form to raise a complaint or concern; alternatively, contact our Complaints, Feedback and Compliance Team by email or telephone.
Dealing with your complaints
Find out about:
- complaints, concerns and The 4Cs Toolkit
- 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
- our annual complaints report
- how we improve our standards of service
- access to the complaints process
The 4Cs Toolkit
We have a two-stage approach to address complaints in line with both the Housing Ombudsman Service and Local Government and Social Care Ombudsman complaint handling codes. You can find more details about this and the timescales in the Policy and Procedures for Complaints, Concerns, Comments and Compliments ('The 4Cs Toolkit').
At any stage, if we agree with your complaint, we will do one or more of the following:
- apologise and explain what went wrong
- arrange for you to receive the service you were entitled to receive, as far as possible
- change our process, where relevant, so that the mistake is not repeated
- provide the appropriate and proportionate outcomes based on Ombudsmen guidance and complaint handling codes
If you're raising a concern, comment or complaint you will not be treated unfairly as a result.
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.
Annual complaints performance and service improvements report
We provide an annual report covering, Adults social care, Children’s social care, and Corporate complaints. It includes:
- learning from Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman Services (HOS) investigations
- performance levels
- themes
- payments
- costs of delivering the service
- service improvements
Read the latest Annual Complaints Performance and Service Improvements Report - 2023 to 2024.
Read our previous complaints reports
- Annual Complaints Report - 2022 to 2023
- Annual Complaints Report - 2021 to 2022
- Annual Complaints Report - 2020 to 2021
- Annual Complaints Report - 2019 to 2020
- Annual Complaints Report - 2018 to 2019
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.
Also see
- Council tax appeals
- Food safety complaints
- Environment and animal complaints (including noise, pollution and mess)
- Housing Ombudsman self assessment
- Parking enforcement
- Building and planning enforcement
- Complain about taxis
- Report fraud
Complaints, Feedback and Compliance Team
Sign language interpreting service
If you use British Sign Language (BSL) you can access our BSL interpreting service when visiting West Offices, and when contacting us remotely.