To make a complaint email: wokinghamdirect@wokingham.gov.uk

3-stage complaints process

• Investigation of the complaint by the member of staff receiving it or the relevant manager
• Independent investigation on behalf of the Chief Executive by the Complaints Team or an external investigator
• Referral to the Local Government Ombudsman or a review panel in the case of social care complaints about Children's Services

Response times

We aim to respond to stage 1 of the process within 10 working days. 

At stage 2 we aim to complete the investigation process within 25 working days from the date the statement of complaint is signed.  

Social care complaints

For adult social care complaints, see our social care complaints page.  

To complain about child protection conferences follow our procedure for complaints about child protection conferences.

If you're unhappy with the response to your complaint

If you are unhappy with the outcome of your complaint you can ask for an independent investigation.

To do this, call the Complaints Team on 0118 974 6620 or email: wokinghamdirect@wokingham.gov.uk within 20 working days. They will support you through the process and advise you on your case.

If you still feel that you have been treated unfairly you can contact The Local Government Ombudsman. This is a national commission which is independent. The Ombudsman will normally only consider a case after it has been through all the stages of our complaints procedure, although there are some exceptions to this rule.