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.
How we deal with Complaints
We want to hear from you…
We hope that you receive a high quality service whenever you contact us to make an enquiry, request a service, or to ask for advice and information; but if this is not the case we want you to let us know so that we can improve for the future.
Our Complaints Process:
Informal:
If you speak to us about your complaint we will try to resolve it on the spot.
- We will confirm with you what the problem is and how you would like it to be resolved.
- We will try to solve the problem.
- We will check to see if you are happy with the resolution.
Formal - Stage 1:
If your complaint needs more investigation, or we receive it in writing.
- A manager will look into your complaint and send you a response within 10 working days - or a holding letter telling you when to expect a response.
Formal - Stage 2:
If you are unhappy with our response at Stage 1:
- A Chief Officer or Head of Service will review how your complaint was handled.
- You will receive a response within 15 working days - or a holding letter telling you when to expect a response.
Formal - Stage 3:
If you are unhappy with the response at Stage 2.
- The Chief Executive, or Deputy, will review how your complaint was handled at both stages.
- You will receive a response within 15 working days - or a holding letter telling you when to expect a response.
Ombudsman:
If all the stages of our complaints process have been followed and you are still unhappy with our response, you can ask the Local Government Ombudsman to carry out a review. Details of the Ombudsman can be found on their website.
Local Government Ombudsman (external link)
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