Make a complaint
We want to hear from you about your experiences, good or bad, as it is an important way of recognising good service, putting things right and sorting out problems - both for you and everyone else that uses our services.
Sometimes we do make mistakes, so if you are not happy with a service you have received from us, we want to know about it. We will look into your complaint, let you know the outcome and take steps to put things right as soon as we can.
We define a complaint as...
'an expression of dissatisfaction, however made, about the standards of service, action or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.’
We will assess the information you have provided in your complaint and decide how best to manage your concerns in a fair and proportionate manner.
Before making a complaint, please give us a reasonable opportunity to put things right. If you have not raised your concerns about the actions or decisions of the service before, the service should be given the opportunity to put things right through routine service delivery. If the service is not able to resolve the issues, you can make a complaint.
Watch our video about making a complaint
Watch our BSL video about making a complaint
Let us help you get your complaint to the right team...
If you would like to discuss a previous complaint or have a general enquiry, please email customer.relationship@telford.gov.uk.
What you can expect from us when we deal with your complaint...
Your complaint will be dealt with
fairly and in confidence
We aim to awknowledge your stage 1 complaint
within 2 working days
You should not be treated
negatively
We aim to acknowledge your request for a stage 2 investigation
within 5 working days
With stage 1 complaints, we aim to give you a full response
within 10 working days*
With stage 2 complaints, we aim to give you a full response
within 20 working days**
* If your complaint is complicated, it may take longer to sort out - but we will keep you informed.
** If it's not possible to respond within this timescale, it may be extended to 40 working days for complex matters.
Please help us to help you...
In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading to a complaint.
We do not view behaviour as unacceptable just because someone is forceful or determined. We believe that all complainants should have the right to be heard, understood and respected. However, our staff also have the same rights.
We therefore expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence.
Download our corporate complaints policy and procedure (.pdf Size: 717Kb)
Unhappy with the response you have received?
If you remain unhappy with the response you have received, you will be informed in writing of what other avenues of redress remain available to you.
If you have exhausted the complaints procedure and you are still not satisfied, you can approach the Local Government and Social Care Ombudsman or in some cases the Housing Ombudsman Service (you will be advised as appropriate).