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Comments, compliments and complaints

We are committed to providing a high standard of service to all our customers. As part of our continuing effort to improve the services we provide, we need to know when you are unhappy with the service you have received.

Further information

We’d also like to know when we get it right, so the standard can be maintained, and we also welcome any suggestions you have on how we can improve our services.

How do I make a complaint?

You can complete our online complaints form, call us on 0116 454 1000, or visit us at any council office. You can also write to Comments, Compliments and Complaints, Customer Services, Leicester City Council FREEPOST (LE985/33), City Hall, 115 Charles Street, Leicester LE1 1FZ.

We have separate procedures if you have a complaint about adult social care and Freedom of Information Act (FOIA) requests.

How do I make a comment or compliment?

You can complete our online comment or compliment form, call us on 0116 454 1000, or visit us at any council office. You can also write to us at the freepost address listed above.

How does our complaints procedure work?

Once a complaint has been made, we'll send an acknowledgement within 24 hours, with the name and number of the person to be contacted with any further questions.

If we can, we will sort out your complaint straight away, but sometimes we may need longer to investigate and reply. We will send you a reply in writing within ten working days, or let you know when you can expect to hear from us.

If you’re not happy with the way we handle your complaint, you can 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.

Further options

We hope this procedure will quickly resolve any problems you may have. But if this is not the case, you can refer your complaint to the Local Government Ombudsman.

The ombudsman is a free, independent and impartial body which looks at complaints about councils and some other authorities.

Information on how to make a complaint is available on the ombudsman’s website, or on a leaflet which is available from any council office.

You can download the ombudsman's annual letter, detailing the number of complaints made against us, at the bottom of the page.

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If you can't find what you want on this website you can contact us directly in the following ways. Remember - it costs less if you contact us online.

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You can get in touch by phone using the following number…

0116 454 1000 ×

Write to us

If you need to send us a letter, please use the following address…

Customer Services,
Leicester City Council,
91 Granby Street,
Leicester,
LE1 6FB

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