Complaints Procedure

Harborough District Council is committed to providing effective, efficient and fair services.  We care about what we do and we are constantly looking for new ways to improve. We want to provide you with the best service possible.

If you feel that you have received a poor service then we would like the opportunity to put matters right.    

A complaint is when you are not happy with any of the following: -

• Our standards of service
• Our failure to do something that we had agreed the Council would do
• The way you have been treated

Our Aims 

When investigating a complaint we will:  

• Listen to your point of view
• Deal with your complaint promptly
• Investigate fairly
• Deal with your complaint in a confidential manner (if possible)
• Explain what can be done and when
• Apologise where this is appropriate
• Learn from our mistakes
• Continually improve our service to you. 

How to make a complaint

If you would like to complain you can do this by using our on-line complaints form (stage 1)

Once you have completed and submitted this form, the Manager concerned will investigate and will try to resolve your complaint within 7 working days . (If possible) 

Not satisfied?  

Stage 2 will come into operation if the customer clearly indicates that he/she remains dissatisfied with the Council's stage one response.  The stage two complaints need not to be in writing.  All formal stage 2 complaints should be addressed / directed to the relevant Head of Service or can be enter on the on-line complaints form. The total time normally allowed for resolving a complaint at this stage is 28 working days.

Still not satisfied?

Where the complainant remains dissatisfied then the Chief Executive will review the matter and decide what further action needs to be taken to resolve the complaint.  The total time normally allowed for resolving a complaint at this stage is 28 working days.   You can register a stage 3 complaint using our on-line complaints form or in writing address to the Chief Executive.

The role of the Ombudsman 

Complainants who express a wish, at any stage during the Corporate Complaint's Procedure, to make a formal complaint to the Local Ombudsman must be advised of their right to do so, and provided with a copy of the Local Ombudsman's leaflet (available from Customer Services and on line via the web site).  However, complainants must be made aware that the Local Ombudsman has to give the Council an opportunity to seek a local solution to the complaint within a reasonable time period.

More information of the role of the Ombudsman is available from the Council/ Libraries and the local Citizens Advice Bureau. Alternatively visit the website of the Ombudsman.

View Complaints Procedure - Harborough District Council