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    Solutions

    If your complaint is accepted, the service involved will try to solve the problem by doing the following.

    This is an image of a bullet point Apologising to you and explaining what went wrong.

    This is an image of a bullet point Providing the service you are entitled to receive.

    This is an image of a bullet point Changing procedures so that the mistake is not repeated.

    If your complaint is accepted, you may receive a cash payment or some other form of compensation. The executive director or head of service for the service area involved must authorise this, but only if they believe that:

    This is an image of a bullet point you have suffered as a result of the way the service was provided, or by the failure to provide the service; and

    This is an image of a bullet point some form of compensation is appropriate.

    If you are not satisfied with how your complaint is being handled at any time during the procedure, you can complain directly to the Local Government Ombudsman at:

    The Local Government Ombudsman
    Beverley House
    17 Shipton Road
    York
    YO30 5FZ.
    Phone: 01904 380200
    Fax: 01904 380269
    E-mail: enquiries.york@lgo.org.uk

    This is an external link icon  Ombudsman Website

    Please fill in the customer complaint form below and click the Send Complaint button to return it, or alternatively print off the form and hand it in at any council building. If you need help filling in the form, please ask a member of staff.

    Please note that complaints about Schools and Social Services have a separate procedure. Please ask a member of staff if you need more information about this.