Comments and complaints
We want to provide our customers with the best possible service. To help us improve and enhance our services we would like you to share your views and experiences with us.
Let us know
We would love for you to let us know about something we have done well or if you have a suggestion. You can also give us a call or let us know in person at one of our offices.Make a comment
If you decide to come into our offices to make a complaint in person, we will accept this and pass it to the relevant service area. We will not ask you to put it in writing.
We also want to make it as easy as possible for you to let us know when things have gone right or wrong. Contact us if you need this information in a different format, for example in a different language, large print or braille.
If things do go wrong
If something does go wrong we need you to tell us about it when it happens. We learn from our mistakes and want to put things right, quickly. So when you tell us what went wrong we’ll ask you to tell us how we can put things right too.
We’ll consider your complaint if you tell us about it within 12 months of it happening.Make a complaint
You can also make a complaint by:
- emailing email@example.com
- calling 01993 861000
- visiting us in person and speak to any member of the team
- filling in a feedback form available from our reception areas
- letting your local Councillor know
- writing to us at: Council Offices, Woodgreen, Witney, OX28 1NB
Exemptions from this complaints process
There are certain matters that cannot be considered within this complaints procedure, this includes:
- where an appeals procedure already exists for example Housing Benefit and Council Tax Support or planning appeals
- where the complainant is challenging a planning judgement
- allegations of misconduct or complaints made by staff under our Grievance Procedure
- complaints regarding the handling of Freedom of Information requests
- complaints about the conduct of elected members
- a service failure, for example, a missed bin
What happens next
Stage 1: Assessment
We will acknowledge your complaint within two working days give you a full response within five working days. If for any reason we cannot do this we will keep you updated. We hope to resolve your complaint at this stage but may need to refer it for a more detailed investigation.
Stage 2: Investigation
If you are still not happy after our Stage 1 response, or if we determine that a more detailed investigation is required, your complaint will be referred for an independent investigation. We will aim to issue a final response within 10 working days, and will keep you updated if this will not be possible.
Stage 3: Appeal
If following a full investigation you remain dissatisfied with the outcome you can appeal and request that the matter if reconsidered.
Stage 4: Local Government Ombudsman
If we have been unable to resolve your complaint, then you can refer your complaint to the Local Government Ombudsman. We’ll provide information on how to do this in our final response.