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Complaints, Compliments and Suggestions

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Complaints, Compliments and Suggestions

We want to provide excellent services to you first time, every time. But sometimes we get things wrong. When that happens, it’s important you tell us so we can take action. We also want to know when we have delivered excellent service, so we can give recognition to those involved and share these examples with teams across our Council.

Complaints

We follow the Local Government and Social Care Ombudsman (LGSCO) guidance on complaints, and we will treat any expression that you are dissatisfied with our service or action as a complaint. We will ask whether you would like to make a complaint in line with our complaints procedure, if you have not already stated this in your correspondence.

This is different to a service request, where you are asking us to take action to change something such as improving a service, fixing a problem or reconsidering a decision, for example, if there has been a missed bin collection. These will be passed to the relevant team to address the underlying issue.

When making a complaint, please use clear, straight-forward language using your own words as much as possible. The more information you can give us about what has gone wrong in your specific case, the more quickly we will be able to look into this and start to put things right. We will often try to speak to you directly about your complaint to help us understand the issue and how this has happened.

Our Member responsible for complaints is the Council Leader.

Data Protection complaints

We also comply with our Data Protection obligations and consider any complaints raised relating to the way in which we have handled your personal data. Please contact us using any of the methods outlined below. Alternatively, you can contact our Data Protection Officer directly via This email address is being protected from spambots. You need JavaScript enabled to view it..

Complaints outside of our remit

Please note, we cannot consider complaints in the following circumstances:

  • the conduct of a Councillor – these are overseen by our Monitoring Officer to consider
  • Where a crime may have been committed – please direct these to the police
  • Where the issue is the responsibility of another organisation. For example, Worcestershire Regulatory Services deliver some functions on our behalf such as licensing and pollution control, and Worcestershire County Council deliver county-wide functions such as health, education and social care.
    • If you have a complaint about a function relation to Worcestershire Regulatory Services then please email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 01527 881288. Please see the Worcestershire Regulatory Services complaints procedure for more information.
    • If you have a complaint about Worcestershire County Council then please visit their complaints page for further information: Complaints | Worcestershire County Council
  • Disagreements over policy decisions or those of the Government
  • Where there is a separate appeals process – for example, planning appeals or parking fines. Please use these appeal routes instead.
  • Complaints about matters that are over 12 months old, unless there is a good reason why this should be considered – see our complaints policy for more information

How do I complain?

You can make a complaint in any of the following ways:

  1. Completing our online complaints form, which is available 24 hours a day and will be sent directly to the officer responsible for complaints
  2. Emailing This email address is being protected from spambots. You need JavaScript enabled to view it.
  3. Visiting one of our community contact centres in Pershore, Evesham or Droitwich
  4. Speaking to any of our officers, who will be able to pass your details to the appropriate officer for them to get in touch with you
  5. Writing to Complaints, Civic Centre, Queen Elizabeth Drive, Pershore, Worcestershire, WR10 1PT.

When making a complaint, please include:

  • Your name, address and contact details, so that we can communicate with you about your complaint
  • A clear, straight-forward description of the issue in your own words, and please include any relevant supporting documents
  • The dates of when the incident happened, or should have happened. If there is a significant delay between this time and the time of the complaint, please explain why a complaint has not been made sooner
  • Why and how we should have done things differently
  • How we should put things right

What happens when I complain?

Your complaint will be acknowledged within two working days.

A full investigation will take place by the service involved and we will respond within 12 working days.

We will then provide an explanation and, if required, an apology and details of what we will do to put the situation right.

If you are not happy with the response you can ask for it to be investigated by a senior manager from another department who will send you their findings within 15 working days. In some cases investigations can take longer, but you will be informed if that is the case. At this point our internal process will finish.

Compliments and suggestions

We would love to hear your feedback on our services and performance, and if any individual officers have provided you with great service, please help us recognise their great work.

You can contact us as follows:

  1. Using the Wychavon online compliments form or email This email address is being protected from spambots. You need JavaScript enabled to view it. 
  2. By calling 01386 565420
  3. By visiting one of our Community Contact Centres in Pershore, Evesham or Droitwich
  4. By speaking to any of our officers who will pass your comments to the relevant person