This page deals with how to make a formal complaint about Council Services - however, if you wish to complain about a Councillor please click here.

_____________________________________________________________________

A Guide to Braintree District Council's Corporate Complaints Procedure 

You have a right to expect good quality services from the Council. However, if something has gone wrong and you are not satisfied with the service you have received, please let us know. Our staff will endeavour to resolve your complaint and put things right wherever possible.

This page explains the 3 stages of the Council's Complaints Procedure.

STAGE 1 -  Who do I complain to?

At this stage each service handles its own complaints - so you should make your complaint directly to the relevant service.

You can ask at main reception at Causeway House or at one of our Area Offices (Witham or Halstead) if you're in doubt as to which service is responsible, or you can call the helpline on (01376) 552525 Ext.2442. (Please ask for Tracey Headford).

Do I have to write in?

It helps to have your complaint in writing if it's a very serious or complex one. You can complete a complaint form online (see column on the right - Useful Links -  Complaint Reporting Form). We can also work with a verbal complaint if the subject matter is straightforward.

Can I complain through my Councillor?

Yes. The name(s) and contact details of your Councillor(s) are available online, from Causeway House, the Area Offices or via the helpline.

Are there any matters that you can't investigate?

Yes. Complaints that are more than 12 months old; Matters where the complainant has a separate right of appeal or review e.g. The Appeals Service in respect of a housing and/or Council Tax Benefits decision; The Traffic Penalty Tribunal in respect of contested parking tickets; homelessness decisions; issues that are or have been the subject of court proceedings.

How long before I get a response?

We aim for 7 working days from the time we hear from you or your Councillor. If your complaint is very serious or complex, the process may take longer. If that's the case, we'll keep you informed on progress.

Most complaints are sorted out quickly and amicably at this stage by the service concerned, but not all. So you can get a second opinion if you want one.

STAGE 2 - This involves a review of the case by the Chief Executive.

What will the Chief Executive do?

Examine all the information, and clarify any areas that are unclear. Look at relevant Council policies and procedures.

How long before I get a response?

As with Stage 1, we aim for 7 working days - we'll keep you informed if there's any delay.

STAGE 3 - Review by the Chairman and Vice Chairman of the Council

If you're still unhappy you can present your case either in person or in writing to the Chair and Vice Chair of the Council.

What will they do?

Review all the papers, and examine the way in which the complaint has been handled.

How long before I get a response?

Again, 7 working days - and we'll keep you informed if there's any delay.

Stage 3 is the final part of our Complaints Procedure.

If you're still not satisfied you can ask the Local Ombudsman to investigate your complaint.
  
    

The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Ombudsman investigates complaints about most council matters including housing, planning and council tax.

The contact details for the Local Government Ombudsman Advice Team are as follows:-

Telephone: 0300 061 0614
Website: www.lgo.org.uk
E-mail: advice@lgo.org.uk
Fax: 024 7682 0001
Text: 'call back' to 0762 480 4299
Write to: Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH 

The Local Government Ombudsman has a leaflet called 'Complained to the Council? Still not satisfied?'  You can get a copy by telephoning or writing to the address above, or you can download it from the Ombudsman's website. Copies are also available from main reception at Causeway House, or the Council's Area Office.
    
___________________________________________________________________  

Compensation Claim Form

If you have suffered injury as a result of an accident on Council property or have sustained damage to your own possessions through an incident involving the authority, then if it is your intention to look for compensation from the Council you will need to complete this form. The information you are being asked to provide will enable the Council and its insurers to consider your claim and come to a decision on liability.