Doncaster Metropolitan Borough Council

• How do I make a complaint about a Council service?
• What is the complaints procedure and who will deal with my complaint?
• When can I expect a response?
• How will I know you have received my complaint?
• What can I do if I am unhappy with the response I have received from the Council?

How do I make a complaint about a Council service?

You can:

Call on:  01302 736000

Or write to: 

Complaints Co-ordinator
Customer Services 
PO Box 251
The Council House
College Road
Doncaster
DN1 3DA

You can also email: comments&complaints@doncaster.gov.uk

What is the complaints procedure and who will deal with my complaint?

For initial complaints:

1st level Local Resolution - the manager of the service is asked to respond to the complaint. If you are unhappy with the response received at 1st level you can progress to:

2nd level - a senior officer who has had no involvement with your complaint at the 1st level will carry out an independent investigation. If you are unhappy with the response received at 2nd level you can progress to:

3rd Level for Social Care complaints. Stage 3 is a panel review where the complaint is looked at independently
or:
3rd Level for corporate complaints is the Local Government Ombudsman.

If you are unhappy with the response received at 3rd level for social care complaints you can progress to:
4th Level for Social Care complaints is the Local Government Ombudsman.

When can I expect a response?

1st level complaints are responded to within 10 working days.
2nd level investigations are dealt with 25 working days with a maximum timescale of 65 working days dependent on the level of investigation needed.
3rd level Social Care Panel reviews will be set up within 30 working days.

How will I know you have received my complaint?

Your complaint will be acknowledged to you within 3 working days of receipt.

What can I do if I am unhappy with the response I have received from the Council?

If you are unhappy with the response you have received from the Council you can contact and discuss any issues about your complaint with the Local Government Ombudsman at:
The Commission for Local Administration in England
PO Box 4771,
Coventry,
CV4 0EH

All general enquiries about complaints should be directed to the Complaints Co-ordinator at Customer Services using the contact details at the top of the page.
You can also email comments&complaints@doncaster.gov.uk or telephone 01302 736000.