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.

We aim to acknowledge your complaint within 3 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, you can then contact our Customer Relations Team. 

Email: customer.relations.team@southampton.gov.uk

The Manager of our Complaints Unit 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.

Still unresolved?

If you have been through stage 1 and stage 2 of our complaints procedure and we haven’t managed to resolve your issue, you can then submit your complaint to the Local Government Ombudsman.

Telephone: 0300 061 0614
Address: The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH
Website: www.lgo.org.uk

If your complaint is about council housing, you can contact the Housing Ombudsman Service.

Telephone: 0300 111 3000
Address: Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE
Email: info@housing-ombudsman.org.uk 
Website: www.housing-ombudsman.org.uk

Complaints Procedures

Document Type Size
Southampton City Council complaints policydocx169KB
Children's Services Complaints Procedurepdf402KB
Unreasonably Persistent and Vexatious Customer Behaviour Policydocx22KB