The complaints process

The complaints process has three main stages, however we aim to resolve your complaint as quickly as possible.

Stage One

Please contact the person you usually deal with. You can do this by telephone or in writing. Most complaints can be resolved quickly and easily by the case officer you have been dealing with. We aim to deal with your complaint within five working days.

Stage Two

If you have been in contact with the case officer and you are still unhappy, you can ask the manager of the service to investigate your complaint.

To do this you will need to put your complaint in writing. You can either complete the on line complaints form or send a letter or an email. You can either post your complaint to Policy and Communications, West Wiltshire District Council, Bradley Road, Trowbridge, BA14 0RD or email it to complaints@westwiltshire.gov.uk

If you are sending a letter or e-mail, clearly mark that it is a complaint.

Alternatively, complaints leaflets can be found in council offices and the form attached to the leaflet can either be posted to us or handed in to a member of staff.

If you would like assistance with completing the form please visit our offices and a member of staff will help you.

We aim to respond to your complaint within 10 working days.

Stage Three

If you are still not happy with the response that you have received from the service manager, you can ask for your complaint to be investigated by the Chief Executive. You will need to write to us, clearly stating why you remain dissatisfied.

The Chief Executive will investigate the outstanding issues that you have raised and respond to you within 10 working days. If it is going to take longer than this, we will let you know.