Compliments, comments and complaints

At Coventry City Council we are committed to providing excellent customer service by putting local people and their needs at the heart of all we do. We encourage our customers to be involved in the decisions we make and in the development of the services we deliver.

Your feedback is important to us. Listening to your views helps us learn from your experiences, take action to put things right if something has gone wrong, and understand what we can do differently to continually improve and provide our services in the most effective and efficient ways.

Where there are concerns, complaints or service failings we want to address them quickly and effectively, resolving them as early as possible, and seek to achieve a satisfactory outcome for all concerned.

Our Compliments, Comments and Complaints policy provides a clear and systematic framework for dealing with compliments, comments or complaints in a fair, consistent and structured manner.

Please tell us of your experiences, positive or otherwise, using our online Speak Up Compliments, comments and complaints form.

A quick guide to making a complaint

The Local Government Ombudsman has produced a short 3-minute video to explain how the complaints process works.

How we handle your complaints

Our Complaints handling guidance.is an internal guide for managers and staff setting out how we deal with comments, compliments and complaints, but is published for transparency.