Cannock Chase Council is committed to providing high quality, accessible and affordable services to all of its Customers.
There are times when we do things well, but we accept that there may also be times when things go wrong and you are left unhappy or dissatisfied.
We value your feedback and want to hear from you whether you have a comment, compliment or complaint about our services.
If you are unhappy or dissatisfied with a service you have received, you have the right to complain and be listened to. We will do all we can to resolve your complaint promptly and effectively, ensuring you receive a response to the issues you raise.
Complaints about a Councillor
There is a separate procedure to make a complaint about a Councillor. Please follow this link for further information.
We want to resolve matters with you straight away, so before making a formal complaint try to talk the issues over with the person you are dealing with, or ask to speak to the manager of the service.
If your complaint cannot be resolved informally, you may wish to make a formal complaint. You can do this online by completing the form below, by telephone on 01543 462621 or write to Cannock Chase District Council, Beecroft Road, Cannock, WS11 1BG.
We will acknowledge your complaint within three working days of receipt and will provide you with a full response within a further ten working days. It is however, important to note that there are some occasions when a full response cannot be provided within this timeframe due to the complexity of the issues raised. We will keep you informed should an extended timeframe be anticipated.
If you remain dissatisfied with the outcome of your complaint, you can escalate your complaint by contacting the relevant Head of Service, detailing why you remain dissatisfied.
It is regrettable that on occasions you may not be satisfied with the Council's response to your complaint and for this reason stage three provides a route of appeal. You can escalate your complaint to the Council's Appeals and Complaints Panel, a Committee of Councillors called to hear your complaint, or you can refer your complaint to the Local Government Ombudsman.
Local Government Ombudsman
The Local Government Ombudsman will expect you to have exhausted the Council's complaints procedure before you make contact with them. Their contact details are:
Telephone: 0300 061 0614 (Monday to Friday 8:30 a.m. - 5 p.m.)
Fax: 0330 403 4001
Address: The Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
Customer Feedback and Complaints Policy
Last Updated: 22/08/2018