Complaints, compliments and suggestions
Making a complaint, compliment or suggestion about one of our services
We aim to give an excellent service to all our customers. If we get things wrong, we want to try to put them right, 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 should I complain or make a comment?
There are three steps in Waverley's complaints procedure.
As a first step it is usually best to contact someone in the responsible service who may be able to resolve the problem, if not immediately, then within a very short time. To find the relevant contact, find it on our A-Z of services.
If you are not happy with the result of your first approach to the Council you can:
- fill in the Complaints, compliments and suggestions online form or,
- write or send an email to the Head of Service who manages the service you are complaining about. See our contact us page to get our address.
Please explain why you are unhappy with the first response you received from the Council.
The Head of Service you are complaining about will consider your complaints and will send you a detailed response which, we hope, will sort out the matter.
If you are not satisfied with the response from the Head of Service, you can ask to have your complaint reviewed by the Corporate Management Team This is the final stage of Waverley's complaints procedure.
How quickly will I receive a response?
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. If there is a delay, for example where the matter is complicated, we will send you a progress report and say when we expect to be able to respond.
What do I do if I am still unhappy?
If you remain unhappy after the final stage of Waverley's complaints procedure, you can take your complaint to an ombudsman.
You can complain to the Local Government Ombudsman (external link).
Contact details for the Local Government Ombudsman:
PO Box 4771
Text 'call back' to: 0762 480 3014
Tel: 0300 061 0614
If your complaint concerns a housing matter, you can make your complaint to the the Housing Ombudsman.
Contact details for the Housing Ombudsman are:
Housing Ombudsman Service
81 The Aldwych
Tel: 0300 111 3000
Please note that before raising your concerns with the Local Government Ombudsman or the Housing Ombudsman, you should give Waverley a chance to resolve your complaint.
Page owner: Emma Dearsley. Last updated: 28/11/2013 10:17
Further pages in Complaints, compliments and suggestions
- Making a complaint, compliment or suggestion about one of our services
- Making a complaint about a councillor