Complaints

We aim to provide a high standard of service to all our customers, but we know we do not always get it right first time. 

If you wish to provide general feedback about how we can improve our services, or do not wish to receive a formal response, then please email enquiries@whitehorsedc.gov.uk

Make a complaint if you think:

  • we have done something wrong
  • we have failed to provide a service
  • we have not followed correct procedure

We want to help you as quickly as we can.

Due to the nature of some complaints, they may be dealt with on an informal basis and resolved by the appropriate service area. Some responses may come directly from our suppliers or partners.

If you would like to contact the relevant team in the first instance, please use the Contact us page.

Making a Formal Complaint

Tips for making a complaint

  • Check the service you are complaining about is one we provide using our Contact Us page
  • Read the Formal Complaints Procedure below
  • Submit your complaint as soon as you can
  • Use our online form below
  • Include evidence – you can upload photographs, statements, emails and letters on the form
  • Specify if you think we have failed to follow a policy or procedure
  • Be clear and brief – use numbered lists and headings to highlight important issues
  • Tell us what you are hoping to achieve as an outcome of the complaint

The Formal Complaint Procedure

Stage One

The service manager for the area being complained about, will investigate your complaint and send you a full response within 15 working days.

Stage Two

You have six weeks from the date of our response to come back to us if you feel we have not addressed the issues you have raised

You must explain:

  • why you are dissatisfied with the stage one response
  • and what outcome you would like to achieve by pursuing a stage two investigation

The head of service will investigate the complaint and prepare a response within 15 working days of receipt of the above points.

Local Government Ombudsman (LGO)

If you are still not satisfied with the outcome, you can refer your complaint to the Local Government Ombudsman via their website www.lgo.org.uk or by calling 0300 061 0614.

Contact us - Complaints

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01235 422099
(Text phone users add 18001 before dialing)

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Vale of White Horse District Council
135 Eastern Avenue
Milton Park
Milton
OX14 4SB