How to Complain
Comments Compliments and Complaints
Redditch Borough Council believes in listening to your views and
responding through the provision of quality services which meet
your needs.
As part of our continuing effort to improve the services we
provide, we need to know when you are disatisfied with the service
you have received. We would also like to know when we get it right
so that the standard can be maintained.
How does the Complaints Procedure work?
Stage 1
If you dissatisfied with a service or with the way you have been
treated, you should tell us what you believe went wrong, who dealt
with your problem or issue and what you would like us to do to put
it right. The Head of Service or Director responsible for the
service will make sure that your complaint is dealt with and a full
investigation carried out.
We aim to acknowledge your 1st stage complaint within
2 working days of receiving it and aim to provide a full response
by your preferred method of contact within 10 working days.
If this is not possible we will contact you to let you know when
you can expect to receive a full response. You will be given
contact details for the person who is dealing with your complaint
should you wish to contact them.
Stage 2
If you are unhappy with the response you have received, you can
ask for the Chief Executive to review your complaint.
We aim to acknowledge your 2nd stage complaint within
2 working days of receiving it and aim to provide a full response
by your preferred method of contact within 10 working days.
If this is not possible we will contact you to let you know when
you can expect to receive a full response.
Stage 3
If at the end of stage 2, you are still dissatisfied, you can
ask for your complaint to be heard by a Panel of elected
Councillors. Councillors have powers to overturn decisions
and make recommendations in regard to financial or service based
compensation, in circumstances where it is considered appropriate
to do so.
Councillors appeals (stage 3) will be acknowledged within 2
working days and you will be advised of further actions.
So if you want to tell us about something we have done or not
done, good or bad,
Send an E-mail, using this link
If you are making a complaint, include what it is you want to
complain about, what you think the council should do to put it
right. If you have already contacted the council about this please
tell us with a reference number if you have one.
Please remember to give us a contact address.
We will contact you, using your chosen method of contact, to
tell you what will happen next. You should expect an acknowledgment
within 2 working days.
You can also phone us on 01527 64252 or call in at any of
the Council offices and speak to a member of staff.
- Complaints
Policy - More information
- Download
the Complaints Form
Complaints against a Councillor
Contact
Sue Mullins 
, Monitoring
Officer, Town Hall, Walter Stranz Square, Redditch B98 8AH
