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.
Other ways to do this
You can also make a compliment, comment or complaint by contacting our Customer Services Team:
Phone: 0116 288 8961
Letter: 40 Bell Street, Wigston, Leicestershire, LE18 1AD
In person: Visit our Customer Service Centre at 40 Bell Street, Wigston, Leicestershire, LE18 1AD - Our customer service centre is temporarily closed due to the current pandemic.
Click here for our Customer Service Team opening hours.
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.
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).
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.
Last updated: Tuesday, 16 February 2021 11:27 am