Compliments, Comments and Complaints

Make a Compliment, Comment or Complaint

We want to hear your views about our services, good or bad. What you tell us helps us to improve our services and plan for the future.

You can use our online form to make a complaint, compliment or to raise a concern.

Please note that if your comment, compliment or complaint is about any of the following:

• Roads, pavements, grass verges or street lights (Highways)
• Schools
• Adult social care

These should be directed to Leicestershire County Council.

Make a Compliment, Comment or Complaint

Read our compliments, comments and complaints policy: Compliments, Comments and Complaints Policy 2023 (PDF Document, 352.57 Kb)

Read our policy for dealing with unreasonable, persistent or vexatious complainants: Unreasonable, Persistent or Vexatious Complainant Policy (PDF Document, 316.64 Kb)

Other ways to do this

You can also make a compliment, comment or complaint by contacting our Customer Services Team:

Phone: 0116 288 8961

Email: csc@oadby-wigston.gov.uk

Letter: Oadby and Wigston Borough Council, Brocks Hill Council Offices, Washbrook Lane, Oadby, Leicester, LE2 5JJ

Click here for our Customer Service Team opening hours.

The Process

Early Resolution

When an issue is raised the Customer Service Team will try to resolve it at point of contact. If the issue can’t be resolved or if the customer is still unhappy then the Officer will offer to raise a stage 1 complaint.

Stage 1

The complaint will be logged and passed to the relevant Team Manager, who will try to make contact with you to see if the issue can be resolved informally. If you wish to continue with the complaint formally, a full investigation will be carried out by the manager and a response letter will be sent to you within 10 working days of receiving the complaint.

If you are unhappy with the response, you can request a review (stage 2).

Stage 2

The complaint will be reviewed by a Senior Manager and a response letter will be sent within 20 working days of receiving the stage 2 escalation. If you are still unhappy with the response, you will be advised of external investigation options.

Stage 2 Complaint Form

External Review

Once you have been through our process you have the right to take your complaint to the Local Government Ombudsman (LGO) or the Housing Ombudsman Service.