Complaints

Through our Customer Care Charter we aim to provide a high quality services to all our customers. We recognise that we may not always get it right. When this happens we have a complaints process you can follow. We will respond to complaints promptly and fairly.

 

 

You can let us know your complaint by using our online contact us form or emailing customerservice@wokingham.gov.uk.

 

 

 

You can also contact your local Councillor to make a complaint. They will make sure your complaint is brought to the attention of the relevant staff.

 

When you tell us about a problem, the team concerned will try to put it right straight away. If this isn't possible we will contact you within 5 working days to tell you who will be dealing with your complaint. We will aim to resolve your complaint within ten working days - if we need some extra time we will contact you again and get your agreement that we can take a little longer. 

 

 

If you are unhappy with the outcome of your complaint, you can ask for an independent investigation by a person unconnected with the service, or in some cases not employed by the Council. To do this you will need to call the Customer Service Team on 0118 974 6026/6350 within 20 working days. They will support you through the process and advise you on any legal entitlements that might be appropriate in 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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

To find out more see the Local Government Ombudsman's website.