We want to give you the best possible service, but we know that we don't get it right all the time. The leaflet below, and the procedure set out on this page, tells you about our complaints procedure which you can follow if things go wrong.

Click here to download Customer Complaints leaflet (284KB)

Step-by-step to our official complaints procedure

have your say is our customer feedback scheme which you can use to tell us: what we do well how we can improve when we don't get it right You can have your say by: Completing a form online by clicking here to access the have your say information Emailing us at customerrelations@nottinghamcity.gov.uk quoting ‘have your say’ Calling us on 0115 91 54950 (8.30am – 4.50pm Mon-Fri) or  0115 91 54848 (24hr answerphone) Speaking to a member of staff Picking up a form at any reception point

1. If you wish to make an official complaint you can fill out an online form by clicking here, or alternatively you can email us at: customerrelations@nottinghamcity.gov.uk quoting official complaint, fill out the form contained within the Customer Complaints leaflet (see above link to download a copy of the leaflet, or call us on 0115 91 54950.

2.We will acknowledge your complaint and tell you who will investigate it.

3. We will investigate your complaint and send a written response within 14 calendar days. However, if your complaint is complicated, we will send you a letter informing you of date by which we will be able to respond.

4.  If you are still not satisfied with our response then you can appeal. We will include a leaflet with our response which explains the appeals process.

5. When we have investigated your complaint and appeal, if you are still not happy you can contact the Local Government Ombudsman. See below for contact details.

Exceptions

If your complaint is about any of the following, please contact the relevant service area on the number provided:

• Social Care Services - 0115 91 50310
• Children’s Services - 0115 91 50901
• Anti-social Behaviour - 0115 91 52020
• Recruitment and Selection - 0115 91 54624
• Parking – Penalty Charge Notices - 0115 91 56655
• Nottingham City Homes Customer Relations - 0115 91 57400

If you need more help or you are not sure about what to do, please contact us on 0115 91 54950.  A minicom facility is available on the same phone number.  Alternatively, email us at: customerrelations@nottinghamcity.gov.uk.

Local Government Ombudsman

If you wish to contact the Local Government Ombudsman and ask them to look at your complaint, you can write to them at:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Alternatively you can contact them by:

Telephone:  Local Government Advice Team:  Mon-Fri 8.30am to 5pm, 0845 602 1983
Email: advice@lgo.uk
Text: 0762 4804323
Website: www.lgo.org.uk