How to make a complaint?
If you remain unhappy after the Council has attempted to resolve your concern, you can ask for it to be raised as a formal complaint.
We are committed to making it easy for you to submit your compliments, comments or complaints to us and we offer several different pathways for you to do so.
Wherever possible, we encourage customers to visit our Compliments, comments and complaints web page and use our online Speak Up form.
Alternatively, you can contact us:
- By email: customer.services@coventry.gov.uk
- By telephone: 08085 834333
- By social media: including Facebook.com/coventryc, X @Coventrycc and Instagram @coventrycitycouncil (although we need to be able to identify the person making contact for us to use direct messaging / private messaging to respond confidentially)
- In writing to: Resident Experience, PO Box 7097, Coventry CV6 9SL
- or in person: by visiting the Customer Service Centre at Central library
When making a complaint, please tell us:
- What has gone wrong?
- How has this affected you or others?
- What would you like us to do, or the outcome you are after?
You can raise a complaint with any member of staff, and they will pass the details on to the Resident Experience team.
We will take your preferred communication method and needs into account when contacting you and make any reasonable adjustments necessary to ensure the complaints process is open and accessible to everyone. For example: we can arrange for translation and interpretation services to be made available, if required.
When making a complaint, you may be asked to provide equality monitoring information such as age, disability, sex, ethnicity, sexual orientation, religion or belief. Recording this information helps us to make sure that that the complaints process is accessible to all sections of the community, so that we do not inadvertently discriminate against any particular group. Giving us this information is optional and will not influence the outcome of your complaint.