Complaints and Comments
Our aim is to provide you with a high quality, efficient and courteous service. We are sorry if you feel that we have not managed to achieve this. If you let us know the details of your concerns, we will look into the matter and try to put things right for you if we can. We will also try and take action to avoid the problem arising again for you and other people.
How to complain
The Council has a three stage process for dealing with complaints:
- Stage 1 – please complete our complaints form or write separately with the same details and send it to the address shown. We will acknowledge receipt of the complaint within three working days and will provide either a full response or details of the steps we are taking to investigate your complaint within ten working days.
- Stage 2 – if you are not happy with the response you receive at Stage 1, please let us know in writing. We will appoint a Head of Service to look into the matter further for you and let you have a response within ten working days.
- Stage 3 – if you are not happy with the response you receive at Stage 2, please write to the Chief Executive who will appoint a Director to review your complaint and let you have a response within ten working days.
If your complaint relates to a District or Town/Parish Councillor, please read the arrangements for dealing with complaints of Councillor Misconduct. Complaints about Councillors are dealt with by our Standards Committee.
Address to write to:
South Northamptonshire Council
If you are still not satisfied with our response to your concerns, you can pursue the matter further through the Local Government Ombudsman. The Ombudsman will only investigate complaints which have been through all three stages above so please give us the chance to try and put things right for you first. We can give you a leaflet about how to complain to the Ombudsman or you can visit their website at www.lgo.org.uk or you can phone them on 0845 602 1983.
If you need help to complain
We understand that some people find it difficult to complain. If you need help, please contact our Customer Service Team. We will appoint someone to help you make your complaint and support you while we investigate your concerns.