Council Complaints

Frequently Asked Questions for this Service

Question: How long will it take to resolve my complaint?

Answer: We normally expect to reply within 20 working days of receipt. It can take longer when investigations are more complex, but we will let you know if the need to extend the reply timescale arises and explain the reasons.

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Question: How do I make a complaint?

Answer: In the first instance you can submit a complaint via the www.iwight.com website, using the link below. Alternatively you can email customer.support@iow.gov.uk, telephone 821000 and ask to speak to the Nominated Complaints Officer for the service involved, or write to the service. - Related Link

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Question: What is the definition of a complaint?

Answer: A complaint is any expression of dissatisfaction with our services or those for which we are responsible, (this includes some provided under contract to the council), that requires a response. There is no difference between a “formal” and an “informal” complaint. Both are expressions of dissatisfaction that require a response.

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Question: Who can use the complaints procedure?

Answer: Anyone who has a complaint about council services which requires an answer.

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Question: Can I involve my Councillor if I want to?

Answer: Yes. If you’d like to find out who your Councillor is, please follow the link below - Related Link

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Question: What do I do if my complaint is about a Councillor (Elected Member)?

Answer: There is a special procedure for these complaints, which may involve the Standards Board for England if they cannot be resolved locally. In the first instance contact the Council's Monitoring Officer on 01983 821000.


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Question: Can I get help to raise my complaint?

Answer: Yes. The local Citizens’ Advice Bureau may be able to help you or if you are a young person, the Isle of Wight Youth Trust. Some complainants may wish to consider seeking their own legal advice under certain circumstances.

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Question: Will my personal information be shared?

Answer: Your information will not be shared for commercial purposes. It will be shared between relevant Council officers and third party organisations involved in resolving your complaint. If you do not wish certain information to be used in this way, tell us the details when you submit your complaint.

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Question: What can I do if I disagree with the Council’s decision about my complaint?

Answer: If you remain dissatisfied with the decision about your complaint following Stage 1 and Stage 2 of the Council's Corporate Complaint Policy, you can contact the Local Government and Social Care Ombudsman http://www.lgo.org.uk/index.htm who deals with complaints about Local Authorities.

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