How to give your feedback or complain

At Sefton Council we want to give you the best possible service we can. We welcome your feedback on our services, as it gives us the opportunity to see where we can make improvements. However, if you have an issue with a service you can:

Make a complaint online

Alternatively, please use our online complaint comment or compliment form.

Please give us as many details as you can, including the name of the person you spoke to, the date, what the issue is, and how it has happened (if applicable).

The complaints process does not include issues where there is a right of appeal (such as refusal of planning permission, tripping claim, issue of a Penalty Charge Notice, housing or council tax benefit appeals) or complaints already referred to the Local Government Ombudsman).

What happens next?

If you've paid us a compliment or provided general feedback or comments we will pass this on to the relevant staff.

If you have made a complaint there are three potential stages, however, we aim to resolve your complaint at Stage 1, and if we do there is no need for Stage 2 or Stage 3. 

Stage 1 - we will ask a manager to look into your complaint and we will respond within two weeks. If you are satisfied with the response we will make a note that the complaint has been resolved. However, if you are not happy with the response you can ask for this to go to Stage 2.

Stage 2 - we will ask a named senior manager to investigate your complaint and respond within a further two weeks. The named senior manager may be  from a different area of work to the original complaint. If you are satisfied with the response we will make a note that the complaint has been resolved, however, if you are not happy with the response you can ask for this to go to Stage 3.  

Stage 3 - your complaint will be reviewed by the Chief Executive who will respond within two weeks. If following all three stages you still remain dissatisfied you can contact the Local Government Ombudsman.

We cannot accept a new complaint about an issue that has already been through all three stages of our procedure. Please also see our policy on Vexations and Unfocussed Complaints and Data Requests

What about anonymous complaints?

We understand that it might be difficult for you to complain because you are worried that your complaint could result in a poorer service to your household. Please be assured that we treat all complaints against the Council in the strictest confidence and that it is your right to complain.

If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation. 


Last Updated on 26 October 2017

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