Our complaints procedure has three stages:
Your complaint will be sent to the manager of the service that you are unhappy about. You should try and give as much detail as possible as this will help us resolve your complaint quickly and hopefully to your satisfaction.
You should receive an acknowledgement within two working days and a reply within 10 working days.
We aim to resolve as many complaints as possible at stage one but, if you are still unhappy, you can ask for your complaint to be considered at stage two.
If you are not happy with the reply you have received at stage one, you can appeal to the director or head of service of the
department that your complaint is about.
You need to put your complaint in writing stating why you are not happy with the reply you received. If you are unsure who to write to, MyCouncil will help. Your stage two appeal must be received no later than one calendar month from the date of the stage one reply.
You should receive an acknowledgement within two working days and a reply within 10 working days.
If you are still unhappy with your stage two reply, you can appeal in writing to the Chief Executive.
Your stage three appeal must be received no later than one calendar month from the date of the stage two reply. You should receive an acknowledgement within two working days and a reply within 15 working days.
Your stage three reply should be sent to complaints@slough.gov.uk or:
Corporate Complaints Officer
Slough Borough Council
Town Hall
Bath Road
Slough, Berks
SL1 3UQ
You can contact the Local Government Ombudsman. The Ombudsman is an independent person who investigates many types of complaints about councils once they have been through all the stages of the council’s complaints procedure.
The contact for the Ombudsman is:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614 on Monday to Friday between 8.30am to 5pm.
Website: Local Government Ombudsman
Email: advice@lgo.org.uk
Text ‘call back’ to: 0762 480 4299
Fax: 024 7682 0001
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