Complaints, compliments and suggestions

Waverley aims to give an excellent service to all its customers. If we get things wrong, we want to try to put them right and to learn from our mistakes to help improve services for the future.

If you think that Waverley has:

• Failed to do something it should have done
• Done something that it should not have done
• Done something badly or taken too long to do it
• Treated you unfairly or rudely
• Failed to investigate a complaint about an incident of a racial nature

Then you should complain.

How quickly will I receive a response to a complaint from Waverley?

We will acknowledge your complaint within three working days of receiving it, and will aim to send you a detailed response within 10 working days (15 working days for planning matters). If there is a delay, for example where the matter is complicated, we will send you a progress report and an estimate of when we expect to be able to respond.

How should I complain to Waverley?

There are three steps in Waverley's complaints procedure.

Level 1

As a first step is it usually best to speak to someone in the responsible department who may be able to resolve the problem, if not immediately, then within a very short time. Contact telephone numbers are given in the complaints leaflet under the section headed 'Services provided by Waverley'.   Download the complaints leaflet.

Level 2

If you are not happy with the outcome of your first approach to the Council, you can:

• Fill in the form in the complaints leaflet
• Write to the Head of the Service who manages the service you are complaining about
• Email us at complaints@waverley.gov.uk
• Telephone the Council's main offices in Godalming on 01483 523333 and ask to speak to an officer working in the Service you are complaining about (if the matter is complicated you may be asked to put your complaint in writing)
• Visit the Council's offices - since we cannot guarantee that the appropriate officer will be immediately available, it is best to telephone first and make an appointment.

The appropriate Head of Service will consider your complaint and will send you a detailed response, which we hope will resolve your complaint.

Level 3

If you are not satisfied with the response from the Head of Service, you can ask to have your complaint reviewed by the Chief Executive. This is the final stage of Waverley's complaints procedure.

What do I do if I am still unhappy with Waverley's response?

If you remain unhappy after the final stage of Waverley's complaints procedure, you can take your complaint to the Local Government Ombudsman (external link).

For more information, visit the Local Government Ombudsman website or call the Ombudsman's Advice Team on 0845 602 1983, Monday to Friday from 8.30am to 5.00pm.

Alternatively you can write to the Local Government Ombudsman at:

PO Box 4771
Coventry
CV4 0EH

Email: advice@lgo.org.uk

Text a message: 0762 4804323.

Please note that before raising your concerns with the Local Government Ombudsman, you should give Waverley a chance to resolve your complaint.