Feedback and complaints

At Sandwell Council we aim to provide services of a high standard to everybody in the community, but from time to time things can go wrong. When this happens we want to hear from you so that we can sort it out. We welcome and value all comments (whether positive or negative) regarding our services.

Please let us know:

• If you have received a good service or would like to compliment a member of staff
• If you have a suggestion about how the service could be improved
• If you have received a service which falls short of your expectations

How do I make a complaint or give feedback?

You may make a complaint, or give any other feedback, such as a suggestion or compliment, by completing our online feedback form or contacting:

Customer Services
PO Box 2374
Oldbury
West Midlands
B69 3DE

Tel: 0845 359 7510
Email: contact@sandwell.gov.uk 

Complaints Procedure

We have a simple procedure for dealing with complaints:

The people who can best deal with a complaint in the first place are those who provide the service. So first of all give them a ring or write a letter, they might not know that you are unhappy.

If you remain dissatisfied with the response you can make a formal complaint by:

• Completing an online feedback form (paper copy is available from all Council Offices, Libraries and Neighborhood Offices)
• Telling us about your complaint in a letter
• Visiting us in person
• Telephoning us
• Emailing us at contact@sandwell.gov.uk

We will try to sort out your complaint quickly and informally. We will acknowledge receipt of your complaint and will give you the name and telephone number of the officer who will be responding to you.

We are currently reviewing our complaint and feedback procedures and welcome your comments on how we can improve this. Email us at contact@sandwell.gov.uk with any suggestions and feedback.

What if I am not happy with the way my complaint is dealt with?

The ombudsman investigates complaints about local councils. The office is unbiased and independent and investigations are carried out in private.

The Local Government Ombudsman will only normally investigate the issues after it is satisfied that the Council has had the opportunity to deal with the matter first.

You may approach the Local Government Ombudsman at any stage of your complaint. However, if your complaint has not already been investigated via the Council 's complaint procedure, the Ombudsman may ask you to register your concerns with the Council in the first instance.

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Telephone: 0845 602 1983 or 0300 061 061
Web: www.lgo.org.uk

Complaints relating to a response received under the Freedom of Information Act / Data Protection / Environmental Information Regulations

If your complaint is in relation to a response received under the Freedom of Information Act, Information Act, Data Protection Act or Environmental Information Regulations, the Council will ask the Head of Governance Services to appoint a suitably experienced officer to investigate the complaint.

You will receive an acknowledgement of your complaint within three working days providing you with the name and contact details of the Investigating Officer.

We will aim to respond to your complaint within 10 working days from receipt of your complaint, if this is not possible the Investigating Officer will contact you with a revised timescale.

If you remain dissatisfied after receiving a response to your complaint, you have the right to refer the matter to the Information Commissioner.

The Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 01625 545 700
Fax: 01625 524510
Email: data@dataprotection.gov.uk
Web: http://www.dataprotection.gov.uk/