Complaints

A full copy of our complaints policy can be downloaded.

There are a number of ways you can make a complaint to the Council:

• By email complaints@melton.gov.uk
• By telephone 01664 502502 (open Monday - Friday 9.00am to  5:00pm)
• In person at Parkside or one of our Children’s Centres (open Monday - Friday 9:00am to 5:00pm)
• By letter
• By fax 01664 410283
• Via your local councillor
• Via a friend or relative who can complain on your behalf with your permission

As a first step, we will always try to resolve your complaint immediately. If this is not possible we will always try to resolve it within 10 working days. We will class this as stage 2 in our complaints process and will ensure that it is investigated by a senior officer.

 If you are still not satisfied with the outcome of your complaint, you may request a Review. This will be carried out by the Council's Complaints Officer who is independent of the service you are complaining about. The aim is to complete investigations and to advise you of the outcome within 28 days of receiving your request to review the complaint.

If it is found that the complaint is justified, we will put things right as soon as possible.

This is the last stage of the internal complaints procedure but if you still feel that you have been treated unfairly, you may ask the Local Government Ombudsman to look into your complaint.

The Ombudsman will usually only consider complaints that have been right through the internal complaints procedure and where it is considered that the complainant has been treated unfairly causing some form of loss, injury or upset.

The Local Government Ombudsman

PO Box 4771
Coventry
CV4 0EH

Tel: 0845 602 1983 or 024 7682 1960

Fax: 024 7682 0001
http://www.lgo.org.uk/

PERSISTENT COMPLAINERS

Very occasionally, we have to revert complaints and complainants through our Persistent Complaints Policy.

A persistent complaint is defined as a complaint where:

• The complainant's actions are obsessive, persistent, harassing, prolific, repetitious and/or

• The complainant is insistent upon pursuing unmeritorious complaints and/or unrealistic outcomes beyond all reason

• The complainant is insistent upon pursuing meritorious complaints in an unreasonable manner