Report service issues
If you have a service related issue you can report these directly online. If your issue is service related, please find the service using our home page or by using the search option. This is the quickest way to get your issue resolved.
Make a complaint
We do not always get it right. If you are unhappy with any aspect of our service, please let us know. Where we have let you down, we will try to put things right immediately.
You can make a complaint online, alternatively you can make a complaint by:
- calling us on 01772 625 625
- visiting our Civic Centre offices
- writing to South Ribble Borough Council, Civic Centre, West Paddock, Leyland, PR25 1DH
How we deal with complaints
We will aim to resolve and provide a solution to any issues or complaints informally wherever possible as this offers the quickest resolution. If we are unable to resolve the issue informally, complaints will follow the process set out below.
In all cases, officers responding to complaints are encouraged to speak with complainants during the investigation of the complaint to gain a greater understanding of the nature of the complaint and collect all relevant information.
The complaints process follows 3 stages:
Informal Stage:
We will check if the issue can be resolved through simple steps.
Where this is not possible, or not appropriate, a formal complaint is processed.
Stage 1:
Formal complaints are registered and acknowledged within 3 working days and recorded by Customer Services.
The complaint is considered by the appropriate team leader or manager.
You should receive a response within 10 working days. If your response will take longer than 10 working days, we will inform you and explain why.
Stage 2:
The complaint is registered and acknowledged within 3 working days and then considered by the appropriate Head of Service or Director.
You should receive a response within 10 working days.
This is the final stage of response from us.
If you are still unhappy with the way we have dealt with your complaint you can contact the Local Government Ombudsman and Social Care Ombudsman.
The Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614
Website: www.lgo.org.uk
Make a complaint about a councillor
You can make a complaint about a councillor by emailing DemocraticServices@southribble.gov.uk.
Alternatively, you can write to:
The Monitoring Officer
South Ribble Borough Council
Civic Centre
West Paddock
Leyland
PR25 1DH