West Berkshire Council

Complaints

Making complaints, comments and compliments to the council

You may make a complaint online, by letter or email or by using our pdf icon complaints leaflet [191kb] and pdf icon form [121kb].

Alternatively, you may make representation to a Councillor, who will pass the complaint to us on your behalf for consideration and response.

If this is the first time you have raised this complaint it will be passed to the service that the complaint relates to for an answer.
This is an informal (Stage 1) response. We will aim to reply in 10 working days, or to let you know within this time if our reply will take longer.

Requesting a review

If you're not satisfied with the reply you receive, you have a right to ask for an internal review. This is a more formal complaints process (Stage 2). A senior staff member will review the complaint and reply within 20 working days, or advise you if the reply will take longer.
You can request a review through our pdf icon form "Your Right to a Review". [139kb]

If you are still unhappy with the reply you receive you may write to the Local Government Ombudsman (LGO) and ask for an investigation. The LGO is an independent and impartial body. There is no charge for this service.

Complaints against Councillors

If you have a complaint against a Councillor, or about how a Council meeting was conducted, this should be directed to the Council's Standards Committee for consideration.
More information on applying to the Standards Committee is available on Conduct of Elected Councillors - Complaints.

Procedures and policies

The council has:

Complaints audit

In 2012/13 the council's internal Audit Service carried out an audit of the operation of our corporate complaints system to ensure that the policies and procedures complied with national requirements and guidance, and that roles and responsibilities were clearly defined.
The audit also looked at monitoring and reporting of corporate complaints, and the effectiveness of these systems.

You can read the pdf icon final report [219kb], and the pdf icon terms of reference [10kb] related to it.

Who To Contact

Contact details for making a Corporate Complaint

(01635) 519441