Comments, compliments and complaints
Complaints procedureWe have a complaints process which explains how we'll deal with a complaint. This process is for you to make a complaint about service delivery, such as trouble using the online bidding system or repeatedly missed bin collections.
There are two stages to our complaints procedure.
Stage 1 - we try to resolve issues quickly and will try to resolve things informally whenever possible. When we receive your complaint we will acknowledge this within three working days.
Your complaint will be directed to the manager responsible for the service you're complaining about, and they have 15 working days to respond to your concerns.
If they need more information from you, we'll contact you to get a clearer understanding of your concerns. They'll provide a full response and explain any changes which may result from your complaint. They'll also tell you how to take the matter further if you're not happy with our response.
Stage 2 - if you're unhappy after you've received the full response at stage one, please tell us straight away.
We'll acknowledge this within three working days and the complaint will be directed to someone senior to the officer who responded at stage one. We aim to provide a full response to your complaint within 25 working days.
This process will not be used if there's a more appropriate way of dealing with your concerns, for example:
- a statutory appeal process such as a schools admissions appeal
- if there are legal proceedings contemplated or in progress, such as an appeal against a planning decision
- if they relate to an insurance claim or if they are made anonymously
Make a comment, compliment or complaint
Now that you understand the procedure, if you wish to make a comment, give a compliment or make a complaint about a service provided by us, please click the green button below to complete our online form.
Alternatively, please contact us using the details below.
Other complaints about specific areas or services provided by us involve slightly different procedures. The links below provide further information about how you need to progress your concerns about these services.
Adult social careTell us what you think of our adult social care service
Children's social careTell us what you think of our children's social care service
Complaints - advocacyWould you like an advocate to represent you?
Luton Council, Town Hall, George Street, Luton, LU1 2BQ
Tel: 01582 546398