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Home > The Council > Compliments, comments and complaints > How will we deal with your complaint?

How will we deal with your complaint?


Stage 1

Each part of our service has a Corporate Manager responsible for it. The manager whose area you have complained about will deal with your complaint. Your complaint will be acknowledged within 3 working days of being received and you will normally receive a full written reply within 10 working days. The reply will let you know if we agree with your complaint and what action we propose to take to fix the problem. If we do not agree with your complaint, we will give you a full explanation.

Stage 2

If you are not satisfied with the reply you receive, let us know and your complaint will then be passed to the Council’s Corporate Complaints Officer. This officer will look at the problem again, take a decision and reply to you within 20 working days. The reply will let you know what the decision is and the reasons for it.

Stage 3

If you are still not satisfied with the reply you receive, you can complain to the Ombudsman (who is totally independent from us and the rest of Local Government). Normally before the Ombudsman starts to consider your case, they will ask if there is an opportunity to first sort out the issue between you and us here at the Council. The Ombudsman will normally have expected you to have used our Complaints Procedure, although you can approach them at any time.

Alternatively, you may like to contact your local Citizens Advice Bureau, who are always willing to assist if they can.


Local Government Ombudsman

The Local Government Ombudsman (LGO) publishes an annual report for every Council.  The reports for 2019 showed that in 2018/2019 the LGO made decisions on 20 complaints they received for Babergh but upheld none of these. For Mid Suffolk the LGO made 10 decisions in that period and upheld only one of these.  

The Annual Reports for Babergh and Mid Suffolk can be viewed by clicking on the links below and selecting which year you would like to view. 

In line with government guidance at this time, the Local Government and Social Care Ombudsman is not currently accepting new complaints.

For Housing issues, the Housing Ombudsman is continuing as normal for now.


Useful documents

An updated version of this policy is currently being put in place. It will be available on this page at a later date.