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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.  As part of our continuing effort to improve the services we provide, we need to know when you are dissatisfied with the service you have received. 

 

We would also like to know when we 'get it right' so that this standard can be maintained, and welcome any suggestions you may have on how we can improve our services.

 

Comments and Compliments

To pass on a comment or compliment, choose from the options below:

 

 

Comments, Compliments and Complaints
Customer Services
Leicester City Council FREEPOST (LE985/33)
City Hall
115 Charles Street
Leicester
LE1 1FZ

 

Complaints

To make complaints about social care services, schools and colleges or a FOIA:


For complaints about any other Council service:


 

Comments, Compliments and Complaints
Customer Services
Leicester City Council FREEPOST (LE985/33)
City Hall
115 Charles Street
Leicester
LE1 1FZ

 


 

Leicester City Council's Complaint Procedure – How It Works

 

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.

 

If we can, we will sort out your complaint straight away, 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.

 

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