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    Complaints To Councils FAQs.

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    Xio Xia

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    Complaints To Councils FAQs.

    Uploaded by

    Xio Xia
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    Complaints to councils FAQs.

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    12 views2 pages

    Complaints To Councils FAQs.

    Uploaded by

    Xio Xia

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    Fact sheet – G1

    Complaining to the council or other organisations –


    Frequently asked questions
    I want to complain to the Ombudsman. Why are you advising me to go to the
    organisation I am complaining about?
    The law says that, before investigating a complaint, we must be sure the organisation knows
    about the complaint and has had a reasonable opportunity to investigate and reply. We usually
    expect you to go through all stages of an organisation’s complaints procedure before we will look
    at your complaint.

    What is the complaints procedure?


    All organisations have published complaints procedures that show how they investigate
    complaints. These can vary but usually include two or more stages; each handled by a more
    senior member of staff than the last stage.
    At each stage of the complaints procedure the organisation will normally send you a written
    response and invite you to comment. The organisation will normally tell you when it writes to you
    if there is another stage of the complaints procedure.

    Where can I get details of the organisation’s complaints procedure?


    The best place to look is the organisation’s website, or you can contact them and ask for a copy.

    I complained to the organisation before it decided the issue I am concerned about


    – can I bring my complaint to you?
    No, because until the organisation makes a decision that affects you, you do not need to
    complain. Once it takes that decision, then you should first complain to the organisation and give
    it an opportunity to respond through its complaints procedure.

    How long should I give the organisation to respond to my complaint?


    We usually allow up to 12 weeks for an organisation to provide a full response to a complaint.
    This is usually enough time for an organisation to deal with a complaint through all the stages of
    its procedures and provide a final response.
    In some circumstances we may contact the organisation to establish the status of your complaint.
    We may also allow longer than 12 weeks if we consider there is merit in doing so.

    Why must I allow the organisation 12 weeks to respond to the complaint when I know it
    will not change its decision?
    Many organisations are successful at resolving complaints through their own complaints
    procedures.

    1
    The law does allow us to investigate some complaints without giving the organisation the
    opportunity to fully respond to the complaint first. However, this is only where we decide that
    there are exceptional reasons to do so.

    I have complained to the organisation but have heard nothing. What should I do?
    You should contact the organisation and ask it to explain what is happening with your complaint.
    You should keep a record of all the contacts you make with the organisation for future reference.

    What happens if the organisation writes to tell me they cannot help, or I am still
    unhappy after the complaints procedure has been completed?
    If you are already using our online complaints service, please visit our website and log in to your
    account. You will be able to view your existing complaint and send us the organisation’s reply to
    your request. This is the quickest way to get your complaint looked at by one of our Advisors.
    If you have written to us, please send a copy of the organisation’s responses and explain why
    you remain unhappy. You can write to us at LGSCO, PO Box 4771, Coventry, CV4 0EH.
    If you have been speaking to us on the phone, please call us on 0300 061 0614. It would help if
    you have the organisation’s response to your complaint (if it has sent one) when you call, as our
    Advisor will ask you some questions about what the letter or email says.
    If we decide the organisation has completed its response to you, your complaint will be sent to
    the next stage of our process for consideration.
    You can read more about how we decide which cases we will investigate by following this link:
    www.lgo.org.uk/information-centre/staff-guidance/assessment-code

    March 2023

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