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Complaints and Compliments

We always try to get things right but we know that sometimes things go wrong and you might not always be happy with the service you receive.

We would also like to hear from you if you think that we have done something well, or you have had excellent customer service. 

Online Feedback

Complaints

When you have told us about your complaint, we will:

  • Make sure the right person deals with your complaint

  • Let you know what to expect next

  • Give you a contact point

  • Look at your feedback and see what we can learn from it

  • Give you a written response to your complaint 

Log a complaint

Complaints Policy Toggle accordion

The Council will deal with your complaint on either an informal or formal basis, but there are some exceptions, usually where there is an appeal process in place.  Our policy explains this in more detail:-

Your right to escalate your complaint Toggle accordion

If we cannot resolve your complaint, an Ombudsman service may be able to help you. This is an independent service and is free to use.

If you are a housing tenant or a leaseholder, you should contact the Housing Ombudsman with your complaint at www.housing-ombudsman.org.uk

The Council, as a social landlord, will comply with the Housing Ombudsman’s Complaint Handling Code. 

Documents including our Self-assessment form, can be found below

For other complaints, you can contact the Local Government & Social Care Ombudsman at www.lgo.org.uk

Making a complaint about a Councillor/Parish Councillor Toggle accordion

If your complaint is about the conduct of a Member of St Albans City & District Council or Member of a Parish or Town Council, these are dealt with by the Council’s Monitoring Officer, Charles Turner, Solicitor to the Council.

To raise a complaint please visit this page: Members Complaints

Our Unreasonable Behaviour Policy Toggle accordion

Most contact we have with customers is positive, but we understand that at times people may get frustrated when there’s a problem that needs to be put right.  

Our policy sets out what we will do if a customer behaves in a manner that is threatening or abusive to our officers.

Compliments

We want to know if things go well as this helps us shape and improve all our services, so please tell us.
If you would like to log a compliment, please click the log a compliment button below. 

Log a compliment