Our complaints procedure

Our procedure is a clear step-by-step system that lays down what we must do at each stage, and tells you when we will do it.

  1. Talk to a member of staff
    Talk to the office that dealt with you originally. Tell us why you're unhappy and what you want us to do. Very often this will sort the problem out on the spot, without needing to fill in forms or put your complaint in writing. But if you are not happy with the response . . .
  2. Fill in a complaints form
    Fill in a complaints form on-line now, or get a form from Northwards on 03000 123 123. We will acknowledge your complaint within five working days. The manager of the office will investigate the problem and give you a full response within 10 working days - or, if that's not possible, explain why there is a delay. We will always try to speak to you before we write to you with the outcome of our investigation. The vast majority of complaints are sorted out by this stage, but if you are not happy with the solution we offer, you can take the complaint further.
  3. Appeals
    If you have had a response, but are still not satisfied, you can take the complaint to a more senior officer who will review the case and respond to you in the same timescales (acknowledgment within five days, full response in 10).
  4. If you have taken the complaint to a senior officer and are still not happy, the case will go to a Northwards executive director who will respond to you in the same timescales (acknowledgment within five days, full response in 10).
  5. If you are still not happy you can take your case to the 'Local Government Ombudsman': The Oaks No. 2, Westwood Way, Westwood Business Park, Coventry, CV4 8JB. Tel: 024 7682 0000. Fax: 024 7682 0001. Local Government Ombudsmen's Website (external site)

The vast majority of cases are sorted out informally (at stage 1 listed above) or at the first formal stage (stage 2 listed above). In rare cases where you want to take the case to the higher stages we will explain exactly what you need to do.

If you would like to read our Complaints Policy, please click here.

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