Complaints procedure

Our aim is to provide quality services and hopefully you will never have cause to complain. But occasionally things can go wrong. When they do, we want to know so that we can put it right as soon as possible. To help us resolve any problems, we have a procedure which ensures all complaints are dealt with fairly and thoroughly.

We value your views
A complaint is defined as an expression of dissatisaction about the standard of service, actions or lack of action by the Council or its staff affecting an individual customer or group of customers.

Our complaints procedure does not cover issues such as Council policy; a properly taken decision such as a planning application; or pesonnel issues including appointments or dismissals.

We value your comments about the way things are being done or how you would like to see things done and, of course, it is nice to know when we get things right.

How to make a complaint
Most problems can be settled quickly and simply by talking to the appropriate member of staff. Should you feel your problem has not been given proper consideration then you may wish to make an official complaint.

You can do this by:

completing the complaints leaflet form and sending it to the relevant Service, or to: Complaints Administrator, Woodgreen, Witney, Oxfordshire, OX28 1NB.

asking your councillor to take up your complaint with the Council.

We promise that
We will acknowledge your complaint within five working days and tell you who is dealing with it

In the normal course of events, you will receive a full response within 15 working days
If we are unable to answer your complaint within that time we will let you know when a full response will be available.
If you still feel your complaint has not been dealt with satisfactorily by the Service, then you can ask the Chief Executive to review the matter

Ultimately you have the right to refer your complaint to the Local Government Ombudsman, who investigates complaints against local authorities. Leaflets offering advice on how to complain to the Ombudsman are available from all Council offices, or you may visit the Ombudsman's website. Of course, we hope that we can deal with your complaint satisfactorily so that this course of action is not necessary.

There is more information on the Comments, Complaints or Compliments leaflet. Alternatively, contact the Council Complaints Administrator or telephone 01993 861000.