Stage 1
When we receive your complaint, we will normally respond within 10 working days. If we cannot give an answer by this date, we will tell you what we are doing to investigate and how long it is expected to take.
If your complaint does not fall under the council's complaints procedure, we will contact you to explain why, and how it will be handled.
Stage 2
If you are unhappy with the response, you can ask for your complaint to go to a second stage for review by writing to the Complaints Monitoring Officer at Shropshire Council, who will normally write back to you within 20 working days.
Our commitment to you
If you make a formal complaint, we will:
- Write to you if we cannot respond to the complaint within 10 working days
- Make sure that our response is easy to read and understand
- Deal with all the issues you have raised in your complaint
- Apologise to you if we are at fault
- Wherever possible, offer a solution to sort out the complaint, and let you know what you can do if you are still unhappy after receiving your response
If you are still unhappy
If you want to take your complaint further, you can then contact the Local Government Ombudsman at:-
The Local Government Ombudsman
PO Box 4771, Coventry CV4 0EH
Call the Advice Team on 0300 061 0614 or 0845 602 1983
Email advice@lgo.org.uk
Fax: 024 7682 0001
Text ‘callback’ to 0762 480 4299
You can contact the Ombudsman at any point. However, it is their usual practice not to deal with a complaint themselves until the council’s complaints procedure has been completed.