Complaints procedure
Wyre Council is happy to receive feedback and complaints about our services. To do this, we need you to tell us when we do not meet your expectations.
Feedback
Alternatively, a complaint can be made by email, in writing, or by telephone. See contact Wyre Council for ways in which you can contact us.
Tell us clearly and exactly what the problem is, how you have been affected, and what you think we should do to put things right.
We will try and sort out any mistake or misunderstanding straight away.
Stage 1 Corporate Complaint
If it has not been possible to resolve your complaint immediately, it will be passed to the Corporate Feedback Co-ordinator who will identify the appropriate service manager to investigate your complaint. Within three working days of receiving your complaint, you will be sent an acknowledgement.
You will also be told the date you can expect the investigation to be completed, which should be within 10 working days.
Stage 2 Corporate Complaint
If you are not satisfied with the initial response, you may ask the Corporate Feedback Co-ordinator to arrange a further investigation. This will be carried out by a senior officer from another service area who has had no previous involvement in your complaint. You will be sent an acknowledgement within three working days, and we aim to send a full response to your complaint within 15 working days.
When the investigation has been done, we will look to identify any learning points for sharing with managers to help reduce the number of complaints in the future.
Local Government Ombudsman
If you are unhappy about the way you have been dealt with by the council you can refer your complaint to the Local Government Ombudsman who may decide to investigate the matter further.
The Local Government Ombudsman is an independent organisation who investigates the way your case has been handled, or the council's failure to do something but does not question a council's decision simply because you do not agree with it. It is a free service.
The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks.
Visit Local Government and Social Care Ombudsman for more details and to make a complaint.