Cheltenham Borough Council
Cheltenham Borough Council

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Complaints, comments and compliments

Making a complaint

Stage one

If you are unhappy and wish to make a complaint, the people who can best deal with this are those who provide the service. You do not have to put your complaint in writing, we can usually sort out mistakes and misunderstandings quickly. You can telephone, email, write or use our online feedback form. The service area will respond to you within ten working days. If this is not possible we will advise you when we will respond fully.

Stage two

If you are still unhappy with our reply or the way you have been treated by us, please contact customer relations who will take your complaint further.

The customer relations and research manager will consult with the service manager or assistant director of the service who will respond within ten working days.

Stage three

If you are still dissatisfied you can contact the customer relations and research manager who will arrange for the chief executive to take an independent view of your complaint and the solution we offered. We will respond within ten working days but if this is not possible you will be advised when we will respond fully.

If you prefer, customer relations can help you through the process.

At any time, you can contact your local councillor.

If you are still not satisfied, you have the right to refer your complaint to:

Local Government Ombudsman

PO BOX 4771
Coventry CV4 0EH
tel: 0845 602 1983 or 0300 061 0614
fax: 024 7682 0001