Torbay Council

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Complaints

Torbay Council defines a complaint as a customer letting us know they are unhappy;

How to make a complaint

A complaint can be made by using our online complaints form, by emailing the service area concerned, in person, by phone, by completing our complaints form -printable version or by letter.  The complaint will be passed directly to the service you are unhappy with, as they are in the best position to put things right quickly.
If you wish to make a complaint regarding the Mayor, a Torbay Councillor, a Brixham Town Councillor or an Independent Co-opted Member for breaching the Code of Conduct please complete the following form return to The Monitoring Officer c/o Democratic Services.
For more information please visit the Councillors' Behaviour, Interests and Standards page.

How we deal with your complaint

There are three stages to our corporate complaint procedures but we endeavour to sort out most problems as quickly and easily as possible.
In some instances your complaint may be handled differently and we will inform you if this is the case. Your complaint may be handled differently:

Stage 1

Many problems can be put right straight away however if this is not possible we will aim to provide you with a response within 10 working days. If we cannot reply within 10 days we will let you know the reason why and tell you when you can expect us to contact you again.

Stage 2

If you are not happy with the stage 1 response and wish to take it further you should write to Information Compliance, Torbay Council, Town Hall, Castle Circus, Torquay, TQ1 3DR or email complaints@torbay.gov.uk within 25 working days giving details of the issues you are still unhappy about and what you think we should do to put things right. The Information Compliance team will assign your request to a senior officer within the relevant department who will arrange for your complaint to be investigated further.

Stage 3

If you are still unhappy about the way we have handled your complaint you can ask the council to review your case. A senior officer from a service area not involved with your complaint will review the stage 2 investigation and all previous responses to your complaint. The assigned officer will write to you within 25 working days to advise you of their findings and any changes to the original decision.

If you feel the problem is still not resolved

If you are still not satisfied after we have investigated and reviewed your complaint, then you can refer your complaint to the Local Government Ombudsman. A leaflet produced by the Ombudsman entitled 'Complaint about the Council?' is available at our Connections offices.  Alternatively you can contact the Ombudsman direct at:
Local Government Ombudsman
PO Box 4771,
Coventry
CV4 0EH

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