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 firstname.lastname@example.org
- 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: Acknowledgement and Assessment
Within two working days of receipt we will acknowledge your complaint and advise you whether or not it falls within the scope of the complaints process. Where it is accepted as a valid complaint it will then move onto stage 2.
Stage 2: Investigation
An investigation into your complaint will be made by someone independent of the service area you are complaining about. We aim to send a final response to you within 10 working days. If this is not possible we will keep you updated.
Stage 3: Appeal
If you are not satisfied with the decision notice you can appeal our decision. Appeals must be made in writing within 21 days clearly stating the grounds on which they are made. Appeals will be considered by one of our Business Managers. They will be independent of the service area you are complaining about. We aim to issue a final response to you within 10 working days. If this is not possible we will keep you updated.
Local Government Ombudsman
If you have been through our complaints process and we have not resolved the matter, you can refer your complaint to the Local Government Ombudsman. We will provide information on how to do this in our final response.