Council complaints

We get a number of enquiries where people don't actually want to make a complaint they just haven't found out how to raise the query. Our top queries, which you may resolve quicker by visiting the following pages, include:

• How do I report an issue for the first time? e.g. pothole, fly tipping,missed bin, housing repair.
  • First see if it is available in our Report it section or search for the specific service
• How do I update my Council Tax details? e.g. moving house, apply for a discount, change payment plan, view my account and more
• How do I request a housing repair on my council owned house?
• When is my next bin collection? - enter your postcode
• How long does a planning application take?
• How do I apply for a parking permit?
• How do I appeal against a Blue Badge decision?

Making a formal complaint

The complaints policy defines a complaint as ‘an expression of dissatisfaction about the standard of service, actions or lack of action by the Council’s own staff or those acting on its behalf, affecting an individual or group of individuals.

Our aim

We aim to provide high quality services at all times. To improve our standards, we want to know if you think we have got things wrong.

Individual service procedures

Some of our services have their own complaints procedures, so if your complaint is in relation to any of the following, please use the relevant link below instead:

• Complaints about councillors
• Complaints about schools
• Complaints about adult social care
• Complaints about children's social care
• Complaints about Be Well leisure centres and wellbeing services
• Complaints about housing.

If you have a specific query, comment or suggestion regarding a Wigan Council service, you should contact the service directly. Services will also try to resolve queries or requests on the spot by talking through problems with you, without the need to go through our formal complaints procedure. This can save a great deal of time, distress and cost. Services can be contacted directly using our A-Z directory or by using our site search.

If the service is unable to resolve a query or request to your satisfaction informally, then you can proceed with the formal procedure outlined below.

Formal complaints

Formal - Stage 1

A complaint will be progressed under Stage 1 of our formal complaints procedure when if you tell us that you want to make a formal complaint about the council or those acting on our behalf if you are not happy with:

• A standard of service delivered
• Our failure to deliver a service
• We will also start the formal complaints process if weWe believe it is necessary to use the formal procedure to resolve or respond to your contact

Complaints at Stage 1 will be investigated by a Head of Service, or appropriate Manager, from the service you have complained about.

We will acknowledge your complaint on receipt, and confirm our understanding of the complaint within 5 working days. We will try to provide you with a full response within 10 working days of receipt of your complaint. If this is not possible, we will write to you to let you know why there is a delay, and the estimated time it will take to provide a full response. The full response will advise you how to progress to Stage 2 if you are still unhappy.

Formal - Stage 2

You can ask us to review your complaint at Stage 2 if:

• You are unhappy with how your complaint was handled at Stage 1
• You are unhappy with the response you have received.

We need to know which part of the complaint you feel wasn’t handled well, and what action you would like to be taken.

Stage 2 complaints will be investigated by an independent Senior Officer appointed by the Chief Executive, who will review how your complaint was dealt with.

At the end of the review, and within 20 working days of receipt of your request, the Senior Officer will write to you with the outcome of the investigation and any actions resulting from it.

Ombudsman

If your complaint has progressed through both stages of the council’s complaints procedure, and you are still not happy with our response, you can ask the Local Government Ombudsman to review our investigation.

The Local Government Ombudsman is an independent body, whose purpose is to provide impartial and prompt investigation and resolution of complaints of injustice through maladministration by local authorities.

Note: The Ombudsman is unlikely to investigate your complaint unless you have given us the opportunity to consider your complaint under our procedures.

• Local Government Ombudsman (external link)

How to make a complaint

Please use our online form below to make a complaint.

Please be aware that if your query or request does not fall within the formal complaint policy, your complaint will be closed and you will be told how your contact will be dealt with.

Complaints form

You can also make a complaint by;

• Phone us on 01942 827607
• Write to us at the Complaints and Information team, PO Box 100, Wigan, WN1 3DS
• Call into any public Council office.
• Emailing us at complaints@wigan.gov.uk