What we do with Complaints
Process
If you are dissatisfied with the service we provide, the best way to resolve this is to contact the service involved and explain your concerns. We will seek to explain and, if required, address any issues.
If you are not satisfied with the outcome of your initial complaint, the Head of Service will investigate and reply to you.
See our Comments, compliments and complaints procedure page to read the full procedure.
Timescales
We aim to acknowledge receipt of your complaint within three working days. Our aim is to provide you with a full response to your initial query within a further 10 working days.
If we cannot reply to you within these timescales, we will let you know and give you an alternative timescale.
Unless you have requested us to respond in a specific manner, our response will be by email, telephone or letter, or in some cases, face-to-face.
Local Government Ombudsman
If you have exhausted all the stages of our complaints procedure and you feel that your complaint has not been resolved satisfactorily, you can refer your complaint to the relevant ombudsman service.
- For complaints about the Council as a social housing landlord: Housing Ombudsman Service
- For all other complaints about the Council: Local Government and Social Care Ombudsman
They will carry out an independent investigation into your complaint.
Complaints Against Councillors
Visit our Standards and Conduct Arrangements for Councillors page for information on how to make a complaint if you are unhappy about the way that a Councillor, a member of either Oxford City Council or a Parish Council within the city, has behaved.
