Nottingham City Council is committed to providing the best possible services for its customers. Our 'Have Your Say' comments, compliments and complaints process gives you the chance to tell us what you think of the services we provide.
You can make a comment, compliment or complaint on your own or on behalf of someone else with their consent.
You can make a comment or complaint anonymously, but by not providing contact details, the service will be unable to provide you with a response.
We cannot investigate the following areas under our complaints procedure because they are covered by another process.
- Appeals against refusal of planning permission or against conditions placed on a grant of planning permission
- A complaint challenging a benefit or council tax decision
- A complaint about social care services (children and adults)
- A school admission or exclusion appeal
- A complaint about a school
- A complaint about the refusal of disabled badges for parking exemption
- An appeal against the issue of a penalty charge notice by the parking enforcement team and the recovery process which follows
- Appeals regarding Resident Permits/Dispensation Access Permits
- Dispute a penalty charge notice for Bus Lane Contravention
- Dispute a fixed penalty for environmental crimes (including dog-fouling)
- Any appeal against the exercise of a police power
- A complaint about Anti-Social Behaviour
- A complaint about Nottingham City Homes
- A complaint about the independent Rent Officer
- A complaint issue that has already been investigated and responded to by a Councillor
- A complaint about a Councillor
- A complaint from a City Council employee about an employment matter
Guide to our complaints procedure
There are two stages to the Nottingham City Council Complaints Procedure.
1. The Complaint investigation
A complaint should be made as soon as possible and at the most within a year of the event taking place.
We aim to respond to complaints within 10 working days, however sometimes complaints can take longer to investigate and that deadline may be extended. When a deadline needs to be extended, we will contact you to let you know.
We will not be able to respond to a complaint about an issue that has already completed the complaints procedure or been addressed under the Councillor Casework system. We will not be able to investigate a complaint about an issue that took place longer than 12 months ago.
2. A Complaint Review
A Review looks at the way a complaint was investigated and addressed by the Service at stage 1. It looks at the process the service used to come to its decision and the response that you received. It cannot necessarily change the outcome of the complaint.
A Review investigated usually is completed within 25 working days of the review request being acknowledged, however sometimes a review can take longer to investigate and that deadline may be extended. When a deadline needs to be extended, we will contact you to let you know.
If you have completed the council complaints process and still remain dissatisfied you can contact the Local Government and Social Care Ombudsman (LGO) on 0300 061 061 or by visiting their website www.lgo.org.uk
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