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Complaints procedure - general council services

​​​​​​​​​​​​​If you're not happy with something we have or haven't done, we want to hear from you. Your complaint will be treated seriously and in confidence.

Most complaints are dealt with under this procedure unless your complaint is about a school, social care services, councillors, Link4Life and Rochdale Boroughwide Housing. More information can be found at corporate complaints and compliments.

What happens when we receive your complaint?

Stage 1

When you first contact us to tell us about your complaint, you can expect:

  • An immediate response, or
  • A full response within 10 working days if we need more time.

Not happy with our response?

Stage 2

You can ask for your complaint to be looked into again by the service concerned. This is a stage 2 investigation and you can expect:

  • An acknowledgement within 5 working days, and
  • A full response to your complaint within a further 15 working days.

Stage 3

If you are still not happy with our response, you can appeal to the Customer Feedback Team for an independent review. This is a stage 3 review and you can expect:

  • An acknowledgement of your appeal within 5 working days, and
  • A full response within a further 20 working days.

This is the third and final stage of our complaints process.

Letting us know

If you're not happy with our response at stages 1 or 2, please contact us within 28 days so that we can look into your complaint again.

What to do if you're still not satisfied

If you're still not happy with the way we handled your complaint after it has been looked into at all 3 stages, you can contact the Local Government and Social Care Ombudsman (LGO).

What if we need more time to investigate?

Occasionally, we may need more time to investigate your complaint. If this is the case, we'll let you know how the investigation is going, how much longer we think we will need, and the reasons for this.

Anonymous complaints

Although we cannot let you know the outcome of your complaint if we don't have your contact details, you can still make a complaint anonymously. Your complaint will be recorded and investigated by the relevant service.

 

 Global Terms

Contact

01706 923537

Customer Feedback Team
Floor 2
Number One Riverside
Smith Street
Rochdale OL16 1XU