We aim to provide high-quality services for all members of the public. We accept that things can sometimes go wrong and we need to know when you are not happy with our service.
When you tell us what you are not happy with, we can try to put things right. In future, we can try to get it right first time.
We will treat your complaint seriously and deal with your complaint positively. We see any complaints as an opportunity to improve our services.
On-line complaints form
Complaints Procedure Leaflet (pdf 218.6kb)
What is a complaint?
Our commitment
How to make a complaint
Complaints process
Ombudsman
Is there anyone who can help?
Comments and Suggestions
Persistent and Vexatious Complaints Policy
Corporate Complaints Reports
A complaint is when you tell us you are not happy. For example, if:
We are committed to putting you first and providing a quality customer service. This includes dealing with any complaint you may have.
You can make a complaint by:
If you prefer, you can ask a friend or relative to deal with us on your behalf.
When you make a complaint, please tell us your name and address - including your postcode - and your phone number.
If your complaint is about a member of staff, please complain to their manager or the Corporate Complaints Office.
By law, we need to deal with some complaints in a different way. If so, we will tell you and give you more information.
Informal complaint - Step 1
We will try to deal with your complaint informally. This means that you should phone or take your complaint to the office or person who dealt with your enquiry.
Our staff will do their best to settle your complaint without you needing to do anything else.
Formal complaint - Step 2
If you have spoken to the relevant officer about your complaint but they have not been able to put things right, or you are not happy with the result, the next step is for you to make a formal complaint.
Please put your complaint in writing, or ask someone to help you do this. You can complete the online complaints form or email us at complaints@newcastle.gov.uk . Or you can fill in the complaints form at the back of the "If you have a complaint..." leaflet and send it to the Freepost address. Or you can write a letter to us and send it to:
Complaints at Newcastle
Newcastle City Council
Civic Centre
Barras Bridge
Newcastle upon Tyne
NE99 2BN
We will write to you within three working days to let you know we have received your complaint. We will give you a reference number and the name of the investigating officer dealing with your complaint. This information will make it easier for you to contact the person dealing with your complaint if you need to.
The investigating officer will:
If your complaint will take longer to investigate, and so we cannot send you a written reply within 15 working days, the investigating officer will write to you and let you know when you will receive a written reply.
Complaint Review - Step 3
If you have been through the formal complaint process at Step 2 of the Complaints Procedure and you are still not happy with the outcome, you can ask the Corporate Complaints Officer to review your complaint.
The Corporate Complaints Officer will write to you within three working days to let you know:
The Corporate Complaints Office at the Civic Centre will be able to help you if you would like your complaint to be passed to the Local Government Ombudsman.
You can contact the Local Government Ombudsman about your complaint at any stage of the procedure. The Ombudsman usually tries to give the council a chance to deal with the complaint through their Corporate Complaints Procedure first.
Or you can contact the Local Government Ombudsman directly at:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH
Phone: 0300 061 0614 or 0845 602 1983
Email: advice@lgo.org.uk
Fax: 024 7682 0001
Text: 'call back' to 0762 480 4299
You can get leaflets about how to complain to the Local Government Ombudsman from any of Newcastle City Council's offices, Customer Service Centres or any library. Or you can find details on the Local Government Ombudsman website.
If you wish to make an appointment to discuss a complaint please contact the Corporate Complaints Office by:
Email: complaints@newcastle.gov.uk
Phone: 0191 211 5180
Writing to:
Complaints at Newcastle
Newcastle City Council
Civic Centre
Barras Bridge
Newcastle upon Tyne
NE99 2BN
Apart from asking for help from one of our staff or a friend or relative, you can contact an independent person or organisation, such as:
As well as learning from complaints, we want to know any comments or suggestions you may have to help us improve our services. You can do this by telling a member of staff about your comment or suggestion or by putting your comment or suggestion in writing.
You can find out more about YHN's complaints policy on the YHN website.
From time to time staff experience regular contact from customers about the same issue. In order to address the problem, the council has introduced a Persitent and Vexatious Complaints Policy.