How we deal with Complaints
We want to hear from you…
Wigan Council aims to provide high quality services at all times.
To improve our standards, we want to know what you think about the service you have received. We would like to know if you think we have got things wrong, or when you have any suggestions that may improve services.
Sometimes things go wrong…
With over 10,000 employees and a budget of more than £400 million, the Council is the borough’s largest organisation – and inevitably in any large organisation things can go wrong from time to time. We may also be prevented for legal reasons or lack of money from doing things in the way you think they should be done.
You are always entitled to an explanation for any decision, and an apology if we get it wrong.
What this form is for…
You can use the form to make a comment or complaint about a Council service, or if you have any suggestions as to how we may improve our services.
You can also use the form to tell us when you are dissatisfied with the outcome of an approach to the council, or if you feel a grievance has not been properly resolved.
What happens next…?
- When you submit your form, your comment or complaint will be allocated a reference number. This number will be given to you and you can use this if you wish to contact us again with regards to your complaint.
- Your completed form will go to the Council's customer services unit. Staff will identify which council department(s) is responsible for dealing with it, and then send it on to the head of that department.
- When we first receive your form, we will send you an e-mail acknowledgement (if you have provided us with an e-mail address).
- Then, if your complaint can be answered reasonably quickly, you should get an answer from the department within 10 working days of it being received.
- If it's more complicated we will give you a progress report within 10 working days, and a full response within a further 15 working days.
- If you want to check on the progress of your complaint, or for any general information, please contact the Customer Services Unit using the details below.
What happens if I’m still not happy…?
If you still feel your complaint has not been resolved you can write to the Council’s Chief Executive, Joyce Redfearn, at the Town Hall, Library Street, Wigan WN1 1YN. She will carry out an independent investigation.
At any stage, residents of the borough can also contact their local councillor.
We hope that this procedure will be able to sort out most complaints. However, in the last resort you can get in touch with the Local Government Ombudsman, who has the power to investigate unresolved complaints against local authorities. A form for contacting the Ombudsman can be obtained from any library, Wigan Town Hall or the customer services unit at Leigh Town Hall.
Alternatively you can contact the Ombudsman (External link)
Please note, however, that the Ombudsman will expect you to have given the Council a chance to sort things out locally before getting involved.
