Feedback Introduction (Complaints, Compliments and Suggestions)

How to complain about a Council service
We want to provide good quality services for everyone, but things can sometimes go wrong. If they do, we need to know so we can put them right and learn from them.

What you should do
If you are unhappy with any of our services, you can fill in the online complaints form. We will acknowledge your complaint within two working days and reply to you in more detail within 10 working days. If you are unhappy with our reply, we will explain how you can appeal to the Director of the service.

Our Complaints Booklet is available for download. (pdf file, 80 KB)

As is our Corporate Feedback Policy. (pdf file, 56 KB)

Please note that you should complain about social care issues by clicking on the relevant links:

• Adults: for information on how to complain and a link to the form, click on Adult Social Care Complaint Information and Form
• Children: for information on how to complain click on Child Care information leaflet. Click on Child Care Form to submit a complaint.
• Council Housing: all former Council Housing has now transferred to Shoreline Housing Partnership Ltd and if you have a complaint regarding one of those properties you should contact Shoreline Housing Partnerships Quality & Complaints Officer on 01472 572275 with details.Or email info@shorelinehp.com
  
  The Council is still responsible for the Homelessness Service and for Private Sector Housing Issues.
  Please complain directly to the Council for issues relating to these.
  
  If your complaint is about a Housing issue, you should contact Shoreline Housing Partnership's Quality & Complaints Officer on telephone number (01472) 572275 with details. Or email info@shorelinehp.com
  
  You can also complete one of Shoreline's complaint forms at the following locations: Municipal Offices, Burwell Drive, Civic Offices, Freeman Way, Kennedy Way, Shoreline Rentals or the Freeman St Resource Centre. Ask for Shoreline booklet "Your Right To Complain".

If you have any questions about how to complain, you can either e-mail or contact:

Corporate Complaints Co-ordinator
Municipal Offices
Town Hall Square
Grimsby
DN31 1HU

Local Government Ombudsman
If you have exhausted all stages of the Corporate Complaints process and feel that your complaint has still not been satisfactorily resolved, you can pursue your issues with the Local Governement Ombudsman, an independant body which will look into your complaint. The Ombudsman will normally expect a complaint to have gone through the Council's own complaints process before investigating individual cases.

The Local Govenment Ombudsman
Beverley House
17 Shipton Road
York
YO3 6FZ

Tel: 01904 380200
Fax: 01904 380269

Suggestions and compliments
We welcome Feedback to help us improve our services.
If you would like to make a suggestion about how we can improve, or you would like to tell us about something we have done well, please let us know by using the online suggestions and compliments form.

Diversity Policy Statement
The Council is fully committed to the broad principles of social justice and is opposed to any form of discrimination or oppression. It therefore willingly accepts not only its legal responsibilities but also wishes to embrace best practice in all areas of its work in order to secure equality of both treatment and outcome for all. The Council is therefore committed to ensuring that no-one is treated in any way less favourably on the grounds of personal differences such as race; colour; national, ethnic or social origin; gender (including reassigned gender); sexual orientation; religious belief; age; disability; marital status; caring responsibilities or political or other personal beliefs. The Council will implement all necessary action and training to ensure its commitments with regard to equality of treatment and outcome are fulfilled and will regularly monitor and review progress made in this respect.