We aim to provide high-quality services for all members of the public. We accept that things can sometimes go wrong and we need to know when you are not happy with our service. We see any complaints as an opportunity to improve our services.
What is a complaint?
Our Promise
How to make a complaint
Complaints Officer
Complaints Process
Ombudsman
Others who may help
On-line complaints form
Complaints Procedure Leaflet (pdf 390kb)
Text only version - regular size (pdf 23kb)
Text only version - large print (pdf 24kb)
Corporate Complaints Annual Reports
A complaint is when you tell us you are not happy. For example if:
- we do not deliver a service on time
- we give you the wrong information
- you receive a poor-quality service
- you have a complaint about a member of staff
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We are committed to putting you first and providing a quality customer service. This includes dealing with any complaint you may have.
- We will deal with your complaint quickly and fairly.
- We will tell you what is happening with your complaint and we will do everything we can to help you.
- We will do our best to treat the information you give us in confidence.
- We will explain our decision.
- We will use complaints to review and improve the way we provide services.
- If you make a complaint, it will not affect your rights to receive or use a council service.
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You can complain in person, by phone, letter, e-mail or complete our on-line form.
Write to:
Complaints Officer
Democratic Services
Civic Centre
Barras Bridge
Newcastle upon Tyne
NE99 2BN
Phone: 0191 211 5116 or 0191 211 5180
Fax: 0191 211 4942
E-mail: complaints@newcastle.gov.uk
If you prefer, you can ask a friend or relative to speak or write to us for you. When you contact us, please make sure you:
- give your name, address, and phone number; and
- tell the person you speak to what your complaint is.
If your complaint is about a member of staff, you should direct your complaint to the manager, not to other members of staff.
By law, we need to deal with some complaints in a different way. If so, we will tell you and give you more information.
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The Corporate Complaints Officer co-ordinates the Corporate Complaints Procedure, undertakes reviews of complaints under stage three of the procedure and is the Authority's link with the Ombudsman. Other responsibilities include monitoring of complaints and preparation of annual reports.
The Corporate Complaints Officer maintains links with nominated officers responsible for monitoring and co-ordinating complaints in each directorate and uses that link to discuss the further development of the complaints system.
Staff can obtain a copy of guidelines for handling complaints by contacting the Corporate Complaints Officer.
If you wish to make an appointment to discuss a complaint please contact:
Ian Humphries, Manager, Lord Mayor's & Corporate Complaints Office
Phone: 0191 211 5050
E-mail: ian.humphries@newcastle.gov.uk
or
Kathleen Tait, Corporate Complaints Officer .
E-mail: kathleen.tait@newcastle.gov.uk
Phone: 0191 211 5116
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Step 1
We will try to deal with your complaint informally. This means that you should phone or take your complaint to the office or person who dealt with your enquiry.
Our staff will do their best to settle your complaint without you needing to do anything else.
Step 2
If you have spoken to the relevant officer about your complaint but they have not been able to put things right, or you are not happy with the result, the next step is for you to make a formal complaint.
At this stage, you should put your complaint in writing. You can do this by letter or by filling in a complaints form. There is a tear-off form attached to the back of the complaints booklet. You can send it to us without a stamp. You may also use our online complaints form or e-mail us at complaints@newcastle.gov.uk
Please ask a member of staff if you need help in writing your complaint or fill in the form. Again, if you prefer, a friend or relative can fill in the form for you.
We will write to you within three working days to let you know we have received your complaint. We will give you a reference number and the name of the senior manager who will investigate your complaint. This information will make it easier for you to contact the person dealing with your complaint if you need to.
The senior manager will:
- investigate your complaint for the director;
- take any necessary action; and
- make sure you receive a written reply within 15 working days.
If your complaint needs more investigation, and we cannot send you a written reply within 15 working days, we will write to you and let you know when you will receive a written reply.
Step 3
If you have been through steps one and two and are still not happy with the results of our investigations, you can ask our Head of Democratic Services to review your complaint.
The complaints officer will write to you within three working days to let you know:
- we are reviewing your complaint;
- approximately how long it will take us to investigate;
- and when you will receive a written reply.
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The Head of Democratic Services will also be able to help you if you would like your complaint to be passed to the Local Government Ombudsman.
You can contact the Local Government Ombudsman about your complaint at any time.
Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH
Phone: 0845 602 1983 or 024 7682 1960
Text: 0762 480 4323
E-mail: advice@lgo.org.uk
You can get leaflets about how to complain to the Local Government Ombudsman from any of our offices, Customer Service Centres or any library.
Alternatively click on the following link to the Ombudman's website http://www.lgo.org.uk/ (opens in a new window)
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Apart from asking for help from a friend or relative, you can contact an independent person or organisation, for example:
You can contact your councillor at any stage of the investigation. The councillor will normally ask the officers dealing with your complaint to provide details of why you complained and what they have done to put things right.
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Comments and Suggestions
As well as learning from complaints, we want to know amy comments or suggestions you may have to help us improve our services. You can do this by telling a member of staff about your comment or suggestion or by putting your comment or suggestion in writing.