Comments, Compliments and Complaints
Why we want to hear from you
Leicester City Council is committed to providing a high standard of service to all its customers.
Comments and Compliments
So that our commitment to high standards can be maintained, we would like to know when we get it right. We welcome suggestions you may have on how we can improve our services. Further information on how to pass on a comment or compliment.
Complaints
As part of our continuing effort to improve the services we provide, we also need to know when you are dissatisfied with the service you have received.
As part of our continuing effort to improve the services we provide, we also need to know when you are dissatisfied with the service you have received.
Please follow the links below to make a complaint about: |
To pass on a comment, compliment or complaint, please choose from the options below:
- Fill out this online form to make a Comment or Compliment.
- Fill out this online form to make a Complaint
- Phone us on 0116 252 7000.
- Visit us at one of the Customer Services Centres or at any Council Office.
- Write to us, sending your letter FREEPOST to the following address:
Comments, Compliments and Complaints
Customer Services
Resources Department
Leicester City Council FREEPOST (LE985/33)
New Walk Centre
Leicester
LE1 7ZP
*See list above to make complaints about social care services, schools and colleges.
Stage 1 – Making a complaint
Once a complaint has been made an acknowledgement will then be sent to you within 24 hours telling you the name and telephone number of the person to be contacted in the event of any further queries on your complaint.
Once a complaint has been made an acknowledgement will then be sent to you within 24 hours telling you the name and telephone number of the person to be contacted in the event of any further queries on your complaint.
If we can, we will sort out your complaint straightaway, but sometimes we may need a little longer to investigate and reply. We will however send a reply in writing to you within ten working days or let you know when you can expect to hear from us.
Please note that where a statutory procedure or a formal appeals mechanism is in place, related complaints must be pursued via the statutory procedure and not the councils complaints procedure e.g. Housing Benefit Appeals Tribunal.
Stage 2 – Not satisfied with our response?
If when we respond you are not happy with the way we have dealt with your complaint, you may ask for it to be reviewed by a senior manager, from a different section to the one you're complaining about. You should expect a response within 20 working days.
If when we respond you are not happy with the way we have dealt with your complaint, you may ask for it to be reviewed by a senior manager, from a different section to the one you're complaining about. You should expect a response within 20 working days.
It is hoped that Leicester City's Complaints Procedure will quickly resolve any problems you may have. However, should this is not be the case then you can refer your complaint to the Local Government Ombudsman.
Information on "How to complain to the Local Government Ombudsman" can be found at lgo.org.uk/complain or by picking up a copy of the leaflet from any of the Council's main access points.
See Also
Local Ombudsman's Annual Letter
Local Ombudsman's Annual Letter