Complaints and compliments

Your feedback is very important to us and it helps us to improve the services we provide to better meet the needs of our customers.

At Doncaster Council we work extremely hard to provide you with the services you need along with the customer service you expect. As part of this we encourage feedback from our customers when you feel we have done something wrong, or when you think we have done something well.

Exemptions to our complaints procedure

Service requests

Please note; if you would like to tell us about something you need the Council to do, for example, report potholes in the road, a missed bin collection, anti-social behaviour or neighbour disputes, this is a request for a service. Further information can be found on the report it pages.

Other organisations

If your feedback is about a service provided by St Leger Homes of Doncaster please access their webpage.

If your feedback is about a leisure centre please use the Doncaster Culture and Leisure Trust webpage.

Complaints about a Councillor 

If you are unhappy about the way a Councillor of Doncaster Council or any Parish Council in the Doncaster area has behaved, you can make a complaint to the Council's Monitoring Officer. For further information please visit the

Complaints procedure

There are three stages to the Council's Complaints Procedure, which are as follows:

Stage 1 – Local Resolution

At this stage a senior officer within the service area complained about will investigate your complaint and will respond directly to you.
You can expect a full response to your Stage 1 complaint within 10 working days. However, on very rare occasions we may need longer to investigate your complaint. If we do need more time we will contact you to let you know when you can expect a response.

Stage 2 – Complaint Investigation

If you are unhappy with the outcome or response to stage 1, you can appeal and ask for your complaint to be looked at again. Details on how to do this will be provided in your stage 1 response.
When you ask for a stage 2 investigation we will send you an acknowledgement within 3 working days.
A manager or senior officer who has not previously been involved in your complaint will be appointed to investigate the issues and respond to you directly.
You can expect a response to your stage 2 complaint within 20 working days.
However, we may need longer to investigate your stage 2 complaint. If we do need more time we will contact you to let you know when you can expect a response.

Stage 3 – Local Government Ombudsman

If you are unhappy with the stage 2 investigation result you have the right to approach the Local Government Ombudsman who are the commissioners for administration in England. You can approach the Local Government Ombudsman at any time, however, they will not usually investigate a complaint from a customer unless it has been dealt with through the Council's complaints procedure first.

The contact details for the Local Government Ombudsman are:
The Local Government Ombudsman
PO Box 4771,
Coventry,
CV4 0EH
Tel: 0300 061 0614
Fax: 024 7682 0001  
The option to approach the Local Government Ombudsman is the third and final stage of the Council’s complaints procedure and is the final point of contact to resolve complaints.

Response

Once you have provided us with the details of your complaint we will acknowledge this and respond to you within 10 working days.

For all general complaints please complete our

If your complaint is about children’s social care, please complete this 

If you are contacting us about an existing complaint that you have not received a response to within this timescale please use our

Please note you will need your reference number. 

If you would like to compliment us on something you think we have done well please use our

Persistent Complainants

Doncaster Council is committed to dealing with all complaints fairly and impartially and to providing a high quality service to those who complain.

However, there are a small number of complainants who, because of the frequency of their contact with the local authority, hinder and affect our ability to deliver high quality services.
It is therefore important to distinguish between people who make a number of complaints because they really think things have gone wrong, and people who make unreasonably persistent complaints.

Last updated: 12 August 2016 11:43:05