Making a formal complaint

What to do if you want to complain about a service we have provided.

We want to provide you with the best possible service. However, we do recognise that at times, things can go wrong and you may want to complain. On these occasions, we will do our best to sort out your issue to your satisfaction.

So that we deal with everyone in the same way, we have a formal complaints procedure. The procedure sets out what we consider to be a complaint, what our formal complaints procedure does not include and how to make a formal complaint.

What we consider to be a complaint

We define a complaint as being 'an expression of dissatisfaction that requires a response about the standard of service, action taken or lack of action by the council'.

Complaints include:

  • The quality or standard of a service we have provided
  • The quality of information or advice we have given
  • Our failure to comply with procedures, rules, legal obligations or our published standards
  • A failure that has been reported but not actioned, or the wrong action, taken
  • Complaints not resolved or actioned by contractors or consultants

What our formal complaints does not include

How to make a formal complaint

Fill in our online complaints form:

Make a formal complaint This link opens in a new browser window

Our formal complaints procedure

There are two stages to our formal complaints procedure. We aim to sort out your complaint as soon and as easily as possible, at stage one.

Stage one of our complaints procedure

Within three working days of receiving your complaint

  • We will let you know we've received your complaint and give you the name of the person who is dealing with it and a reference number. The person will normally be the manager of the service, depending on the nature of your complaint
  • We will tell you if our complaints procedure does not cover your complaint and what we can do for you instead

Within ten working days of receiving your complaint

  • The service manager will respond to your complaint in writing
  • If you are not happy with our response, we will tell you what you can do next
  • If we need longer to investigate your complaint, we will tell you why and when you can expect a response

Stage two of our complaints procedure

If you are unhappy with the response you received at stage one, please let us know.

You should do this in writing to the manager who dealt with your original complaint, setting out why you are still unhappy with the response.

The manager will pass all your correspondence to the head of service, who will review your initial complaint, our response and any more information you have provided.

We will reply in writing to you within 20 working days.

This response will include details of what you can do next if you are still not happy with the outcome.

If we need longer to investigate your complaint, we will tell you why and when we expect to respond.

If you are still not satisfied with how we have responded to your complaint

If you are still not happy with the way we have responded to your complaint, you can complain to the Local Government and Social Care Ombudsman.

Services we are not responsible for

We are not responsible for all local services. For example, Hampshire County Council is responsible for adult and children's services, highways and trading standards. Housing associations are responsible for many homes and housing estates in Aldershot and Farnborough. Where possible, we will provide information or a contact.

Complaints about councillors

Councillors work within a code of conduct. If you want to complain about a councillor, you will find more details about how to do so on our Complaints against a councillor page.

Timescales for dealing with your complaint

We want to sort your complaint as quickly as possible. Overall, it should take no longer than 12 weeks from receiving your complaint to sorting it unless there are exceptional circumstances. In this case, we will discuss it with you.

Treating you fairly

We aim to treat everyone fairly and equally, regardless of their personal circumstances. We want to make sure that we promote equality in everything we do and are committed to eliminating unlawful discrimination, harassment and victimisation.

Where necessary, we can provide a translation or interpretation service on request. We can also provide our complaints procedure in large print, audio or Braille. To ask for these, please contact our customer services team using the contact details on this page.

 
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Contacts

Customer Services
customerservices@rushmoor.gov.uk
Tel: 01252 398399
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