What is a complaint?
A complaint is an expression of dissatisfaction that requires a response. A complaint is not when you request a service to be provided. However, if you are unhappy, with the way in which a service you have received has been carried out, this may become a complaint.
Our 3 Stage Corporate Complaints Process
Stage 1 - The department the complaint is about will carry out an investigation and provide you with a response.
Stage 2 - If you are dissatisfied with the Stage 1 response you can escalate your complaint to Stage 2, where the Complaints Team will carry out an independent investigation on behalf of the Chief Executive.
Stage 3 - If you remain dissatisfied with the Stage 2 response, you then can escalate your complaint to the Local Government Ombudsman (LGO.) The LGO is a national commission, which is independent. The LGO will normally only consider a complaint after it has been through all stages of our complaints process.
Response times
Stage 1 - we aim to respond within 10 working days
Stage 2 - we aim to respond within 20 working days
More complex complaints may take longer, however we would discuss with you if we required a longer period of time to respond to your complaint
School complaints
Complaints regarding a school or a member of teaching staff must be referred to the Head Teacher or Chair of Governors of the particular school.
Complaints regarding School Admissions/Transport decisions must go through our school appeals or school transport appeals process.
Social care complaints
For adult social care complaints, see our social care complaints page.
Children's services complaints
Children's Services complaints are dealt with in accordance with statutory regulations. See our Children's services complaints policy (PDF document) to find out more.
For further information contact our Complaints Team on 0118 974 6620/6350 or email wokinghamdirect@wokingham.gov.uk.
Tenant Services complaints
For Tenant Services complaints, please see our Tenant Services complaints page.
Useful information
If you have any questions regarding a complaint or the complaint process, please contact the Complaints Team on 0118 974 6620/6350 or email: wokinghamdirect@wokingham.gov.uk.
