Comments, compliments and complaints policy

Local Government and Social Care Ombudsman investigation

Newcastle-under-Lyme Borough Council hopes to resolve most complaints internally, but if the complainant is not satisfied with the stage 2 response, or if the council does not provide a response within a reasonable time, the complainant can ask the Local Government and Social Care Ombudsman to investigate the complaint.

When closing a stage 2 review, the council will make it clear to the customer that they may have a further right to independent appeal through the Local Government and Social Care Ombudsman. The Ombudsman is independent and impartial and investigates complaints where the council has failed to follow its own procedures. It does not investigate complaints just because the complainant disagrees with a council decision.

The Ombudsman may ask the complainant about what efforts, if any, have been made to resolve the concerns personally and locally with the council and will encourage and assist the complainant to make this effort.

Although a complainant can approach the Local Government and Social Care Ombudsman at any time they will usually expect the complainant to have exhausted the council's own comments, compliments and complaints policy before they will investigate.

If residents wish to contact the Local Government and Social Care Ombudsman, they can write to:

The Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH

Alternatively: