Corporate complaints and compliments guide

2. Log a complaint

First time contact

If you are contacted by a customer because they aren’t happy with service or lack of service, then you can resolve the complaint informally or raise a service request.

Check on the systems available to you to see if there is any previous contact from the customer about the same issue, if there hasn't been previous contact try to resolve the issue they have raised.

Formal complaint

If the customer has previously made contact about the same issue and it still hasn't been resolved, you can escalate the service request if the process exists, or log the issue as a 'formal complaint'.

You or the customer can:

• complete the complaints section on the contact us form 
• email the details through to  letusknow@cheshireeast.gov.uk
• speak to customer services, transfer the call through to 0300 123 5038, or internally on 84314

1. A formal complaint will be acknowledged within 3 working days and replied to within 10 working days. Due to current workloads, complaints for the following service areas currently have a 20 working day response timescale – Planning (including Development Management and Planning Enforcement) and Special Educational Needs and Disabilities (SEND). This is kept under review.
2. Should the complaint be accepted for escalation to Stage 2 it is again acknowledged in 3 working days with a full response completed in 20 working days.
3. Stage 2 investigations are usually undertaken by an officer/manager/director (as appropriate) who’s not been involved in the complaint.

Following the Stage 2 process the next step for the customer is to Contact the Local Government and Social Care Ombudsman  (LGSCO formerly a.k.a as the LGO). 

Response templates

In the event that you do no have access to Council’s complaints system please use the appropriate template from those listed below as they include the standard closing paragraphs which must be used when responding to a corporate complaint.

• Corporate complaint - stage 1 template (MS Word, 98KB)
• Corporate complaint - stage 2 template (MS Word, 98KB)