Skip to sub navigation Skip to main content

Complaints

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 online.

Make a complaint

You can also make a complaint by: 

Or in person or by post to: 

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

You will receive an acknowledgement within 5 working days and your comments will be passed on to the appropriate Service Manager for consideration. They will contact you within 15 working days. 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 for a complaint.

Complaints procedure

Stage 1: making a formal complaint

There may be times when you want to make a more formal complaint. You do this online, by telephone, by email, in person or by post. 

We'll acknowledge your complaint within 5 workings days and the relevant Service Manager will respond within 15 working days. 

If your complaint is anticipated to take more than 15 working days to investigate and to have a response sent to you, 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 sent.

Stage 2: what to do if you are not happy with our response to Stage 1

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 send, they will advise you of the date by which a full written response will be mailed.

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

If you think you have been unfairly treated by us and are not completely satisfied after complaining, you can ask the Local Government Ombudsman to investigate.

You can contact them by:

  • telephone: 0300 061 0614 or 0845 602 198
  • fax: 024 7682 0001
  • post: 

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

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