Complaints procedure
Stage 1
If you have a complaint you should first contact the relevant
Service Manager
and explain your problem so that it can be put right.
Please note that the following will not usually be treated as
complaints:
· requests for a service e.g. reporting a housing repair
· requests for information or an explanation of council policy
or practice
· matters for which there is a right of appeal or a more
appropriate or prescribed legal remedy
· complaints about the conduct of councillors
which should be reported to the Monitoring Officer (the
Council Secretary and Solicitor)
· complaints about decisions in respect of license, permits,
approvals, consents, permissions or registrations or any related
enforcement actions.
Stage 2
If, after speaking to the Service Manager, you remain dissatisfied
you can either:
· submit an
online complaints form
· send a letter, email
or a downloaded paper complaints form
(complaints form also available from Customer Services and Service
Managers) to the relevant Complaints Co-ordinator
setting out your complaint
· contact Customer Services on 01695 577177 who will complete a
complaints form with you over the phone
The Service Manager will aim to respond to your complaint within 10
working days.
Stage 3
If you are still unhappy you can write to the Divisional Manager who
will investigate the matter and aim to respond within 10 working
days.
Stage 4
If you are still unhappy, you can write to the Chief Executive or the Deputy Chief Executive
who will investigate and aim to respond within 10 working
days.
Stage 5
Finally, you can refer your problem to the Local Government
Ombudsman for investigation:
Local Government Ombudsman, Beverley House, 17 Shipton Road, York
YO3 5FZ
Tel: 01904 380200
Web:
Local Government Ombudsman
Contact us
The council's contact details are: West Lancashire District
Council, PO Box 16, 52 Derby Street, Ormskirk L39 2DF
Tel: 01695 577177
Email: customer.services@westlancsdc.gov.uk
Online:
Contact form