Speak Out.... If you've had a bad experience, we'll listen.
Bath & North East Somerset Council aims to provide the best possible service but sometimes things can and do go wrong. We're committed to putting these situations right and preventing them from happening again.
If you need more advice or have a general enquiry about council services, you can find out who to contact on our Contact Us pages. If you need to report an issue to us, please use our online Report It form.
You can also make general comments, suggestions and submit compliments using the online Suggestions and Compliments form or by handing in a form at any Council Office.
Find out more about:
When to make a complaint
How to make a complaint
What we need to know
What we will do
What to do if you are not satisfied with how your complaint has been handled
When to make a complaint...
- If we fail to respond to a routine service request or don't act in time.
- If you receive seriously inadequate or unsatisfactory service.
- If we fail to follow policies, rules or procedures.
- If you experience any discrimination, harassment or unhelpful behaviour from staff.
- If we give you any inaccurate or misleading information.
How to make a complaint...
You can make a complaint about most council services in person, by phone, email or letter, or by using the standard complaints form in the Speak Out leaflet. Go directly to the online complaints form or download the Speak Out leaflet (on the right hand side of this page under 'Related Documents') for more information.
Areas not covered by the standard complaints procedure are listed below. Please follow the links to find out how to make a complaint about:
- Adult Social Services - visit the Health & Social Care web pages.
- Children's Services - visit the Children's Services web pages.
- Councillors
- Individual Schools - please contact the Head Teacher or Chair of Governors of the school.
- Matters over which the Council has no legal authority or powers of action - please see the full Complaints Procedure for more advice.
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Planning - appeals against a decision. Appeals are intended as a last resort and it’s often quicker to discuss with the Council, whether changes to your proposal would make it more acceptable. Please visit the Planning web pages for more details.
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Parking - Penalty Charge Notices. Appeals against Parking PCNs and Bus Lane Enforcement PCNs cannot be dealt with through the Council's complaints process. Please visit the Parking web pages for more details.
What we need to know...
- Your name.
- The details of your complaint.
- Where and how we can contact you.
- Whether you need any help like an interpreter, someone to act on your behalf, wheelchair access or a hearing loop.
- What you would like us to do about your complaint.
What we will do...
- Treat you with courtesy and take your complaint seriously.
- Acknowledge all complaints within 5 working days and provide a full response within 15 working days. If we need longer, we will let you know why and when you can expect a full reply.
- Investigate the situation fully and promptly and put matters right as quickly as possible.
What to do if you are not satisfied with how your complaint has been handled...
Please refer to the full Complaints Procedure, for more advice about what steps to take next.