How to make a complaint

We always try to give our customers the best possible service, so if there is something you are unhappy with, please let us know.

If you would like to make a service request, please select one of the following options:

Complaints procedure: stage 1

If you would still like to make a formal complaint, please contact the service directly by submitting our online complaints form.

Complaints form

We aim to acknowledge your complaint within three working days. The service will launch an investigation and decide on the most appropriate course of action. The relevant service manager will then respond to your complaint within 20 working days. If your complaint is very complicated, we may need more time, but we'll let you know if this is the case. For complaints about children's services, you will receive a response within 10 working days.

Complaints procedure: stage 2

If the service hasn't managed to resolve your complaint satisfactorily and you have received a formal response, you can then contact our Complaints Resolution Team. The details of how to do this are contained on the formal response letter/email you will receive from the service area at stage one of the process.

The Manager of our Complaint Resolution Team will aim to acknowledge your complaint within 3 working days. We will investigate what went wrong and why the service wasn’t able to resolve your complaint. Our Complaints Manager will then respond to your complaint within 20 working days. If your complaint is a lot more complex, we may need a bit more time to resolve it, but we will let you know if this is the case. (For complaints about children and families you will receive a response within 25 working days).

Still unresolved?

If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint.

The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.

The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks but can be longer for social care complaints that follow a statutory process.

If the complaint is regarding Local Authority housing, this in most cases will be dealt with by the Housing Ombudsman and not the Local Government and Social Care Ombudsman. However your formal response letter at stage two of the complaints process will direct you to the appropriate Ombudsman for the type of complaint being addressed.

About the Ombudsman

The Local Government and Social Care Ombudsman is the final stage for complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care.

Contact

Website: www.lgo.org.uk

Telephone: 0300 061 0614

Text 'call back' to 0762 481 1595

Opening hours

Monday to Friday: 8:30am to 5:00pm (except public holidays)

Complaints Procedures

Document Type Size
Southampton City Council complaints policydocx331KB
Children's Services Complaints Procedurepdf331KB
Unreasonably Persistent and Vexatious Customer Behaviour Policydocx66KB