Complaining about council services

You should only use this form to make a complaint. If you want to request a service or report a problem, such as a missed rubbish collection or a pothole, please visit our report it page instead. Your report will go straight to the right team who will be able to help.

Stage 1 – make a complaint

When you are unhappy with our services you can make a complaint. The service will investigate your complaint and aim to reply within 10 working days. You will be told when a reply will take more than 10 working days and given a date to expect a reply.

complain about a council service

North Somerset Council is registered with the Information Commissioner’s Office for the purposes of processing personal data. The information you provide will be held and used in accordance with UK and European data protection law. For further details on how we use your personal information in the delivery of customer services, please read our full privacy notice. If you have any concerns about how your personal data is handled, please contact the data protection officer at DPO@n-somerset.gov.uk.

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Stage 2 – ask our chief executive to investigate

If you are unhappy with the outcome of your stage 1 complaint, you can ask our chief executive to investigate. She will aim to reply within 17 working days. To make a stage 2 complaint, you need to reply to the stage 1 complaint response that we have sent you.  Please describe why you are not satisfied with the stage 1 response.

Stage 3 – contact the Ombudsman

If you are not satisfied with the response from our chief executive you can send your complaint to the Local Government and Social Care Ombudsman. Before referring to the Ombudsman, you must have been through the first two stages in our complaints procedure.