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Comments, Compliments and Complaints

Speak up we're listening

Speak up we're listening

We work hard to try and give you the service you need… and the best way of doing this is listening to you when we get things right – or wrong.

We want you to tell us…

  • If you have any comments about our services.
  • If we don't get it right for you.
  • If you think we've done something well.

Making your comment or complaint

What you can expect from us when you…

Telephone us

  • We will answer your call within six rings (about 20 seconds).
  • We will tell you who you are speaking to and where you are calling.
  • We will avoid using answer machines wherever possible.

Write or e-mail us and need a response

  • We will write to you within three working days so you know we've received your letter. If you send an email we will contact you within two working days.
  • We will give you a full response within ten working days. If your request is complicated, we may need more time, but we'll let you know if this is the case.

Visit us

  • We will try to see you within five minutes of your arrival.
  • We will keep our reception areas clean and tidy.
  • We will be polite and helpful at all times.

If we don't get it right for you…

We will write to you within three working days so you know we've received your complaint

We will investigate your complaint within ten working days.

If your complaint is very complicated, we may need more time, but we'll let you know if this is the case. The procedures for complaints about social care services provided to children, young people and adults, are set out in specific regulations and complaints about these areas can take slightly longer than other matters to investigate.

By working together and listening to each other we can improve services for everyone. You can download our complaints policy below.

What if I need help?

If you want help or support with your complaint you may want to ask someone to act for you, for example a friend or relative, or the Citizen's Advice Bureau. You can also contact your local councillor or Member of Parliament to take up a complaint for you.

Where necessary we can arrange:

  • for translation and interpretation services (including sign language interpretation) to be made available - if this is required, please allow a reasonable time for us to arrange for these services to be made available;
  • to accept and respond to correspondence in large print, audiotape, computer disc and Braille;
  • for the services of an advocate to be made available.

Who else can I complain to?

  • If you are unhappy with the way we have dealt with your complaint you can contact the Local Government Ombudsman.
  • The Local Government Ombudsman is independent and can investigate complaints about most council matters.
  • The Local Government Ombudsman has a leaflet called Complaint about the Council? How to Complain to the Local Government Ombudsman. You can get a copy by telephoning or writing to the address below, or you can download it from the Ombudsman's website at www.lgo.org.uk

Contact details for the Ombudsman who deals with this council are (from 1 April 2008):

Local Government Ombudsman,
PO Box 4771,
Coventry CV4 0EH
e-mail: advice@lgo.org.uk
Telephone: 0845 602 1983
Mon-Fri 8.30am to 5.00pm,  
Text: 0762 4804323

How do we make sure that everyone is treated fairly?

  • We want to make sure that everyone can use the complaints procedure and that we treat you fairly if you should need to complain about any of our services.
  • To help us to monitor this we ask you to tell us your age, sex, ethnic group and if you are disabled.
  • This information is kept confidential and is only used to check that all groups of people access and use the complaints procedure, and we do not discriminate.
  • If part of your complaint is about equal opportunities or discrimination, please tell us.

What we ask from you

  • We train and support our employees to treat you in a fair and courteous way by following our equal opportunities policy.
  • You can help us by respecting the rights of our employees and of other customers. By working together and by listening to each other's views and concerns we can improve services for everyone.

Contact details

Write: to the address of the service or to:
FREEPOST-RRBR-LXAL-EKYL
Coventry City Council
Coventry
CV1 2PW
Phone: the number of the service or FREEPHONE: 0800 269851
Minicom: 024 7683 4343
Online: Comment, compliment or complaint online form
In person: To any council reception or enquiry area

Downloadable documents

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Get in touch

Contact us quickly and easily using our online contact form.