Making a complaint | Making a Complaint | Maldon District Council
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Making a Complaint

Making a complaint

If you have a complaint, you should contact the service involved for an informal discussion first. The service is best placed to understand and resolve your complaint. 

If this approach fails to resolve your issue satisfactorily, you can make a formal complaint. 

What is a Complaint? 

  • A Complaint Is: 
    • Telling us that you are unhappy or have concerns about a service that we provide. 
    • Can be made online using our form, in writing, verbally, or by any other communication method. 
    • Requires a response from us. 
  • A Complaint Is Not: 
    • An initial request for a service (e.g., reporting a missed bin, disputing a benefits decision or Council Tax discount). 
    • General feedback or anonymous comments. 
    • An appeal against a decision (e.g., planning permission refusal). 
    • A means to challenge legislation or policy decisions. 
    • A request for compensation or damages. 

How we Handle Formal Complaints

We aim to resolve issues quickly and fairly. If you feel that your complaint has not been resolved informally, our formal complaints process has two stages:

  • Stage 1 - Formal Complaint
    • submit a complaint form
    • Your complaint is logged in our system and you will receive an acknowledgement
    • It's assigned to the right team or officer
    • We will provide a response within 10 working days 
    • Our response will include a stage 2 escalation form if you're not satisfied
  • Stage 2 - Review
    • If you remain unhappy, complete the Stage 2 form (included in our Stage 1 response)
    • It will be linked to your original complaint
    • A senior officer (Director or Chief Executive) will review and respond within 20 working days
    • MP complaints go directly to stage 2

Refer to the Local Government Ombudsman

If you are not satisfied that your complaint has been answered after Stage 2, you can contact the Local Government Ombudsman. The Ombudsman's investigations are free and confidential.

You can contact them at lgo.org.uk/make-a-complaint You can also call them on 0300 061 0614, or write to them at: Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH.

How to Make a Complaint - Use our online form https://my.maldon.gov.uk/service/Makeaformalcomplaint