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My Norwich

Complaints

Complaints process

This involves a two-stage approach.

Stage 1: service level

Any initial issues raised will be put right, if possible, with the minimum delay. Please explain the reasons for your complaint and what you would like us to do.

  • A full response will be provided within 15 working days from the receipt of the complaint.
  • If a full response cannot be provided within five working days, an acknowledgement letter will be sent informing the complainant which officer is dealing with their complaint.
  • If you are not satisfied with the response, then you may take your complaint to stage two.

Stage 2: corporate leadership team level

If the matter has not been resolved at stage one, further investigations will be carried out. However, you must state the reasons why you do not agree with the stage one response. In the absence of any reasons, the decision is unlikely to change.

  • A full response will be provided within 15 working days from the receipt of the complaint.
  • If a full response cannot be provided within five working days, an acknowledgement letter will be sent informing the complainant which officer is dealing with their complaint.
  • If you are still dissatisfied, you can refer your complaint to the Local Government Ombudsman or the Housing Ombudsman via a designated person.