Complaints Process

Frequently asked questions

What is treated as a complaint?

A complaint is an expression of dissatisfaction about the Council, its services or staff. A complaint requires action by the Council to put something right. A complaint could be about any of the following:

• Staff attitude or behaviour including bullying or harassment
• Discrimination including racist incidents
• Failure to provide a service to an expected standard
• Failure to provide a service within an expected timescale
• Incorrect or inadequate advice provided

There are many things which we cannot accept as a complaint. The complaints process does not deal with any of the following:

• A request for information or explanation about a service or procedure
• A request for service
• Disagreement with a member decision
• Disagreement with a decision where a legal remedy or appeal is available (for example, refusal of a planning application or council tax benefit application). In these situations the statutory appeal procedure should be followed
• A complaint about the conduct of a member. For more information go to the 'complaints about councillors' page

Where can I get hold of a complaints leaflet?

They are available in all Council reception areas.

What happens if my complaint cannot be resolved?

If your complaint cannot be resolved to your satisfaction you will be advised that you can take it to the next stage to be dealt with by a more senior officer. If having gone through all the stages and you remain dissatisfied you have the right to complain to the Local Government Ombudsman.

Can I remain anonymous?

No. In order to respond to complaints we must have your contact details.

I want to make a complaint about a councillor, what do I do?

You need to send your complaint direct to the Standards Board for England. Complaints of this nature cannot be dealt with by the Council’s complaints process. In addition, the Council’s Standards Committee cannot directly receive or deal with any complaints made about councillors. They will only get involved if the Standards Board for England requests it.

I want to make a complaint about the way I was treated by your staff, what do I do?

Please complete a complaints form, send a letter or email to complaints@westwiltshire.gov.uk

Your complaint will be dealt with by the service manager.

Can I make a complaint on behalf of a relative or friend?

Yes, but if personal information is involved they will need to contact us direct to discuss these matters.

Can I write direct to your Chief Executive?

Yes, but in normal circumstances it will be forwarded direct to the relevant officer to be dealt with.

How will I be kept informed?

We will ask you how you want to be kept informed, either by telephone, email or letter.

When can I expect to hear back from you?

There are target times set for responding to your complaint. At stage one it is five working days and at stage two and three it is 10 working days. However, if your complaint is particularly complex or involves a number of services it may take longer to investigate. When this occurs and it is not possible to respond to your complaint at stage two within 10 days, we will acknowledge your complaint and give you an indication of when a response is likely to be made.

What happens if I am still dissatisfied having gone through your complaints process?

You have the right to take your complaint to the Local Government Ombudsman.

Are all complaints treated equally and fairly?

Yes. All complaints from whoever they come from are treated in exactly the same way and follow the same process. All complaints are treated seriously and each is carefully investigated before a response is made.

Can I make my complaint to my local councillor?

Yes you can make the complaint to your councillor and they will forward it to the relevant service to be dealt with. We will respond to the Councillor who will then let you know the outcome of the investigation. Details of local councillors can be found on our website.

Can I get help in completing the complaints form?

Yes, you will need to come into the Council’s reception and request this help.