Complaints

Our Commitment to Your Complaint

Reading Borough Council recognises that there will be occasions when things go wrong: when you want to voice your concerns about our services. Your complaint is the first step in helping us put matters right. Don't be afraid to voice your concerns - remember we need to know what you think!

How do I complain?

Most complaints can be sorted out quite simply by discussing your problem with a member of staff.

• By phone: contact the part of the Council who provides the service that you are not happy with
• By letter:write to us about your complaint, stating the service you are complaining about
• In person: the services' staff can take the details of your complaint and make sure it is dealt with
• Online Form: you can use the online form

What happens when your complaint is received?

1. Your complaint will be recorded - if we cannot sort out the problem immediately it will be passed for further investigation and action
2. We will contact you within 5 working days to update you on the progress of your complaint
3. If we're unable to deal with your complaint within 5 working days, you will receive notification on when we can give you a satisfactory reply - every effort will be made to fully resolve your complaint within 15 working days

What if I am dissatisfied with the results?

Your complaint will be passed to a specially appointed person called 'The Investigating Officer', who will arrange for your complaint to be thoroughly investigated. The Investigating Officer will meet with you and make a written record of your complaint. Within 20 working days you will be advised of the outcome of the investigation.

If you are not happy with the outcome you can ask for your complaint to be reviewed. If you request a review of your complaint, a Reviewing Officer will be appointed to review the process and your complaint. A report will be provided to the Corporate Director. The Corporate Director will inform you of the outcome of the review within 20 working days of your request for a review of your complaint.

Whilst every effort will be made to resolve your complaint at each stage if you remain dissatisfied you have the right to contact the Local Government Ombudsman, you may link to their website at the bottom of this page.

How to contact us

If you would like to write please address it to the Director of the Department you have a complaint about.

• Chief Executive’s Unit:
  • Customer Services, Communications, Policy Formulation
     
• Corporate Resources:
  • Benefits, Business Rates, Central Administration, Council Tax, Electoral Registration, Human Resources, Legal Services
     
• Culture & Sport:
  • Allotments, Archives, Arts Development Events, Leisure Centres’, Libraries, Theatres, Museums, Parks, Passport to Leisure, Tourism
     
• Education and Children’s Services:
  • Early Years and Play Services, Education Welfare Service, Equality Services, School Admissions, School Transport, Special Educational Needs, Youth Services

This procedure does not apply to schools. If your complaint is against a school please contact the head-teacher

If your complaint is about children’s social care services, please see the section below referring to Housing, Adult and Children’s Social Care

• Environment:
  • Building Control, Car Parks, Cemeteries and Crematorium, Dog Wardens, Environmental Health (food safety, health & safety, pollution and private housing), Highways. Licensing, Parking, Planning; Renovation Grants, Street Cleaning, Trading Standards, Traffic Management. Transport Strategy
     
• Housing and Adult and Children’s Social Care Services:
  • Housing, Drug Intervention Progamme, Safer Communities, Street Wardens

Please note that there is a different procedure for Social Services complaints. You can also talk to your social worker or their manager about your complaint. Leaflets are available at offices and the Civic Centre

• Refuse Collection and Recycling