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How to complain

The Council aims to provide a quality service to all its customers. However, there may be occasions when you are unhappy about something we have done or about a service which we provide. If that's the case, then please tell us about it so that we can examine the problem. When we are wrong, we will say so, and attempt to resolve the matter as quickly as we can. If we cannot resolve the problem to your satisfaction we will explain why. As Shropshire County Council provides services that affect Bridgnorth District you may wish to refer to the complaints pages on the County Council website.

Getting in touch

Complaints to the Council should be made initially to the Officer concerned who will try to resolve the problem. If you telephone or call at the offices the person who you speak to will tell you his/her name. Please make a note of their name, in case you need to raise the matter again.

In most cases, it will be possible to deal with your complaint there and then, or to arrange action to resolve the problem.

You can submit a complaint about a service online.

You can submit a compliment about a service online.

You can also make a suggestion about a service online.

Still unhappy

We aim to settle all complaints to your satisfaction when they are first raised.

However, if you feel unhappy about the action taken to resolve your complaint, the Council has a procedure for investigating the matter further.

Please let us know that you wish to make a formal complaint. We will then provide you with a complaint form for you to write down details of your complaint and advise you what to do next.

Please ask for assistance in completing the form if you have any difficulty.

You should then send the form to the Chief Executive who will acknowledge within three working days that it has been received. Within ten working days you will receive a full reply from the Director or Head of Service responsible for the service to which your complaint refers. If a full reply is not possible within the specified time, then you will be informed within that time as to when you can expect a response.

The contact details for addressing complaints are:

Jacqueline Reading
Personal Assistant to the Chief Executive:
Bridgnorth District Council
Westgate
BRIDGNORTH
WV16 5AA Tel: 01746 713300

Email: cexec@bridgnorth-dc.gov.uk

Taking it further

If you are still unhappy with the reply you have received, or the action proposed to resolve your complaint, it may be possible to make further investigations and to get a second opinion.

Please write again to the Chief Executive, as soon as you can, explaining why you are not satisifed with the Council's response, and ask for the complaint or for particular points to be investigated further. After we have done this we will get in touch with you again.

An independent view

We will try, wherever possible, to find a satisfactory solution to complaints and to make sure that your complaint is dealt with fairly. This is part of our commitment to improve our service to you.

If, after following the Complaints Procedure, you remain dissatisfied, you can refer your complaint to the Ombudsman, who may decide to investigate on your behalf. We can provide you with a leaflet which explains all about the Ombudsman.

Alternatively the Local Government Ombudsman for the West and Central England can be contacted at:

Local Government Ombudsman,
The Oaks No 2,
Westwood Way,
Westwood Business Park,
Coventry,
CV4 8JB

Tel: 024 7682 0000 Fax: 024 7682 0001

email: enquiries.coventry@lgo.org.uk
website: www.lgo.org.uk

Complaint forms and further details are available from the Council Offices in Bridgnorth or from our Community Information Points in Shifnal and Broseley.