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The Corporate Complaints Procedure | The Complaints Process | Birmingham City Council

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The Corporate Complaints Procedure

This procedure is based on a three staged process.

Stage 1 – Settle the complaint immediately

This is where we are able to resolve the issue on the spot.

Our aim is to deal with the complaint straight away.  However we know that this will not always be possible, in which case we will go straight to stage 2.

Stage 2 – Investigating the complaint

The Directorate that provided the service will investigate the complaint and respond within 15 working days.

Stage 3 – Review the complaint

If you are unhappy with our decision at stage 2 you can ask us to review it.  You need to explain why you feel our decision is incorrect.  Your complaint will then be looked at by an independent officer and we will responded to within 20 working days.

Go to the Comments, compliments and complaints form page


Unhappy with your response

You will be told when you have exhausted the Council’s complaints procedure. If you are still unhappy with the response received, you may want to ask the Local Government and Social Care Ombudsman to consider your complaint. They can be contacted by visiting the Local Government and Social Care Ombudsman website

However, in line with government guidance, the Local Government and Social Care Ombudsman is not currently accepting new complaints. They will accept complaints again when the situation improves and government guidance changes. You can find the most up-to-date information at www.lgo.org.uk or by listening to the recorded message on 0300 061 0614.