Complaints, compliments & suggestions
Summary
If you have a complaint, a compliment or a suggestion for how we can improve our services, we want to hear about it. Follow the relevant link under 'Online forms' below to get in touch with us online, or find other contact details under 'Further information' below, along with a step-by-step guide to how we deal with complaints.
Important!
Planning applications
If you wish to make a complaint or an objection to a planning application you should use our online planning explorer, as your comments will get through to the right people much faster. See How to comment on a planning application for details.
Further information
Complaints
We want to hear from you if you are dissatisfied in any way with any of our services, or any organisation working on our behalf.
Compliments
We are always pleased to know that we are providing a good service or that our staff are doing a good job. It helps us to know we are developing services in the right way, and we always pass your comments on to members of staff.
Suggestions
If you have an idea for improving services, or you want to comment on what we do, we woulds like to hear from you.
How to contact us
- Online - follow the relevant link under 'online forms' above;
- In person at our offices;
- By telephone, on our main switchboard number 01508 533633;
- By fax on 01508 533695
- By email, at complaints@s-norfolk.gov.uk for complaints and feedback@s-norfolk.gov.uk for compliments & suggestions;
- In writing, to:
FREEPOST RLYS-EBCH-XJLE
Feedback
South Norfolk House
Swan Lane
Long Stratton
Norwich NR15 2XE
What we will do if you make a complaint
Stage One
We will acknowledge your complaint within five working days. Within 15 working days we will give you a full explanation and tell you how we will sort out the problem or send a progress report.
Stage Two
If you are not happy with the response we send you, you should contact us again. We will let you know that we have received your reply within five working days and ask a Head of Service (the Senior Manager responsible for the relevant service) to review your complaint. Within 15 working days we will give you a full explanation and tell you how we will sort out the problem or send a further progress report.
Stage Three
If you are still not happy at the end of the second stage, you can ask our Chief Executive to look at your complaint. He will let you know within five working days that he has received it and within 15 working days you will get a full response. If your complaint is complex, he may decide to ask a panel of impartial Members to review it at a time that's convenient for you. If your complaint involves the Chief Executive, then we will arrange to have someone else look into your complaint at this stage.
Local Government Ombudsman
Stage Three is the final stage in our complaints procedure. If you are still not happy you can take your complaint to the Local Government Ombudsman. You can contact the Ombudsman at any time, but he will usually only look into your complaint once you have been through our complaints procedure.
Complaints not handled by our Complaints Procedure
Certain types of complaints, such as information issues, are handled in different ways. If this is the case with your complaint, we will tell you the procedures and your rights under them.
Related pages on this website
External links
Local Government Ombudsman
Contact details and guidance on taking your complaint to the Local Government Ombudsman
Contact us
| contact officer/team: | Corporate Complaints Officer |
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| web: | online enquiry form |
| email: | feedback@s-norfolk.gov.uk |
| telephone: | 01508 533982 |
| minicom/textphone: | 01508 533622 |
| address: | South Norfolk Council South Norfolk House Swan Lane Long Stratton Norwich NR15 2XE |
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If you need information in large print, audio cassette, braille, translation (written or verbal) or signed interpretation, let us know when you contact us.
