How Daventry District Council’s complaints procedure works
Stage 1: Making a complaint
A complaint can be made by telephone, in person, by letter, by email, or by using the online form. An acknowledgement will be sent to you within 5 working days informing you of the name and telephone number of the person investigating your complaint. You can expect to receive a full response from the service area within 10 working days. If for any reason we are unable to provide a full response within this time, we will tell you why and when you can expect a full response.
Stage 2: What can you do if you’re still not satisfied?
If you are unhappy with the response you received at Stage 1, you can ask for a Manager to investigate. We will acknowledge this within 5 working days and provide you with a response within 15 working days. If for any reason we are unable to provide a full response within this time, we will tell you why and when you can expect a full response.
Stage 3: Senior Management Team Resolution
If you remain unhappy after Stage 1 and 2, you can request that the Chief Executive reviews the matter. We will acknowledge this within 5 working days and provide you with a response within 20 working days. If for any reason we are unable to provide a full response within this time, we will tell you why and when you can expect a full response.
Contacting your district councillor
You can also contact your local Councillor. If you are unsure who your local Councillor is, you can find out online or by telephoning 01327 871100.
Remain unhappy?
If you remain dissatisfied with the way we have dealt with your complaint, you can contact the Local Government Ombudsman, an independent body, to investigate allegations of maladministration. The Ombudsman can investigate complaints about how the council has done something or failed to do something, but they do not usually criticise the merits of a decision which has been properly taken simply because someone may disagree with it, they will however look at how a decision was made. The Ombudsman will not usually consider a complaint until the Council has had an opportunity to resolve the matter.
Their contact details are:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 061 0614 or 0845 602 1983
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Web: www.lgo.org.uk.
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