Putting the customer at the heart of everything we do is the way we work at Blaby District Council. We always try to get things right, but we recognise that sometimes things go wrong and you might not always be happy with the service you receive. If this happens then we want to know.
We would also like to hear from you if you think that we have done something really well, or you have received extraordinary customer services.
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the Council or its staff affecting you, the customer. A first request for action or first reporting of a fault is not a complaint. Our 3Cs leaflet provide more examples of what and what cannot be dealt with as a complaint.
How to make a complaint
You can make your complaint in writing, by telephone, email or by completing the Council’s online complaints form. You can even make a complaint in person to the Manager for the Service area you are concerned about - or direct to the Corporate Services Group Manager.
We will acknowledge your complaint within five working days and you will receive a response to your complaint in 15 working day. If we need longer to consider aspects of your complaint we will keep you informed.
If you are not satisfied with the response you may write to the Corporate Services Group Manager who will arrange for an independent officer (someone who has not had any previous involvement in your complaint) to investigate and review your complaint on behalf of the Chief Executive.
The review process will normally take 15 working days and you will receive a written response.
If you are still unhappy after going through the Council’s complaints procedure you can take your complaint to the Local Government and Social Care Ombudsman (external link).
The following documents can be downloaded for more information:
Customer Feedback (3Cs) Leaflet
Feedback on Complaints Procedure
We would love to hear feedback what you thought about Blaby District Council's Complaint Procedure. We are unable to re-examine your complaint once it has been through the two stage process, but we will be able to use any information you provide to help us improve the complaints process itself.
You can complete the survey on line below, or contact us using the detail on the right hand side of the page.