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Compliments and Complaints

Comments and compliments

There may be times when you wish to make us aware of a problem or something you think we might be able to do better. You can do this in person or by letter to:

Council Offices
Ashfield District Council
Urban Road
Kirkby-in-Ashfield
Nottingham
NG17 8DA

Or:

You will receive an acknowledgement and your comments will be passed on to the appropriate Service Manager for consideration. In some instances you may be contacted for further information.

We would also like to know when we've done something well and you can contact us in the same way as above.

Making a formal complaint - Stage 1

There may be times when you want to make a more formal complaint. You can do this in the following ways:

Corporate Manager - Revenues and Customer Services
Ashfield District Council
Council Offices
Urban Road
Kirkby-in-Ashfield
Nottingham
NG17 8DA

An acknowledgement letter will be sent to you within five working days and the relevant Service Manager will send you a full written response within 15 working days.

If your complaint is anticipated to take more than 15 working days to investigate and to have a response despatched, the relevant Service Manager will advise you of this and let you know the date by which you may expect a full reply to be despatched to you.

What to do if you are not happy with our response to Stage 1 - escalate to Stage 2

The response to your Stage 1 complaint will give details of who to contact if you remain unhappy. This will usually be the appropriate Service Director.

They will investigate your complaint and respond to you within 15 working days. However, if your complaint is complicated, and a response is likely to take more than 15 working days to despatch, they will advise you of the date by which a full written response will be mailed.

What to do if you are not happy with our response to Stage 2 - consider escalation to The Local Government Ombudsman (LGO) - Stage 3

If you think you have been unfairly treated by the Council, and are not completely satisfied after complaining, you can ask the Local Government Ombudsman to investigate. You can contact them at:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

  • By phone: 0300 061 0614 or 0845 602 198
  • By fax: 024 7682 0001

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