Compliments, suggestions and complaints

If you have a compliment, a suggestion for how we can improve our services, or a complaint, we want to hear about it. Select the relevant link below to get in touch.

Send a compliment >
Make a suggestion > 
Make a complaint > 

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 would like to hear from you.

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.

How to contact us

Online: follow the relevant link above

By phone: 0800 3896109

In writing: South Norfolk Council, South Norfolk House, Cygnet Court, Long Stratton, Norwich, NR15 2XE

In person: at our offices, as per the above address.

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 resolve your complaint or send a progress report.

Stage two

If you are not happy with the response we send you, you can ask our Chief Executive to look at your complaint. She will let you know within five working days that she has received it and within 15 working days you will get a full response. If your complaint is complex, she 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 unhappy 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.