Making a 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.

In the first instance, please contact customer services, using the details on the right of this page, who may be able to help with one off issues. 

After contacting customer services, if you feel that your complaint is still unresolved, we have a procedure in place that sets out what we will do if you would like your complaint to be investigated further. You can see more details in our complaints procedure.

You can make a complaint using our online form:

Make a complaint This link opens in a new browser window

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'.

There may be times when you are unhappy with decisions made that sit within other procedures that we would not consider a complaint. If this is the case, we will explain why.

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, education and learning, waste/recycling centres, highways and trading standards. Housing associations, including VIVID, 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.

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.

Our complaints procedure

There are two stages to our 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 manager who will be dealing with it

Within ten working days of receiving your complaint

  • The service manager will respond to your complaint in writing
  • 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.

 
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    1. We use your views to improve our website. If you have a query about our services, please email customerservices@rushmoor.gov.uk.

    1. We use your views to improve our website. If you have a query about our services, please email customerservices@rushmoor.gov.uk.

 

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