Complaints & Customer Feedback

At Bath & North East Somerset we value our customers and their feedback. Our Customer Feedback Policy (PDF 409KB) describes how the Council expects to manage and respond to all customer feedback, whether suggestions, compliments, or complaints.

  • If you need advice or have a general enquiry about a Council service, you can find out who to contact in the Contact Us section.
  • If you need to report an issue to us, please use our online Report it forms.
  • You can make general comments, suggestions and submit compliments using the online suggestions or compliments form.
  • If you've received exceptional customer service from an individual (or team), you can nominate them to be recognised at the Council's annual Staff Awards.

We aim to provide the best possible service but sometimes things can go wrong. We're committed to putting these situations right and preventing them from happening again.

You can make a complaint in the following ways:

More information about making a complaint is available below.

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.

Who to complain to...

Complaints about most services provided by the Council are dealt with under the standard complaints procedure set out in the Customer Feedback Policy. However, some areas already have mandatory or legislative routes for formal complaints and are not covered by this standard procedure. Please follow the links below for more information.

  • Complaints about Adult Social Care & Health Services
  • Complaints about Children's Services
  • Complaints about Councillors
  • Complaints about an individual school should be directed to the Head Teacher or Chair of Governors. Please visit the schools section for contact details.
  • Matters over which the Council has no legal authority or powers of action.
    - please see the Complaints Procedure for more advice.
  • Appealing against a decision made by Planning.
    - 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 section for more details.
  • Parking - appeals against 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 section for more details. 

What we need to know when you make a complaint...

  • 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 when you make a complaint...

  • 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 Complaints Procedure for more advice about what steps to take next.

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