How to complain to the Council
Complaint? The steps to take
1. First step
We take complaints very seriously. If you are concerned about something, you can email us, submit a complaint form found below or speak to the policy team.
complaints@testvalley.gov.uk
01264 368000 or 01794 527700
Beech Hurst, Weyhill Road, Andover, SP10 3AJ
When you make your complaint, please be exact and include as much information as possible about what has happened.
On receipt of your complaint, the Council will assess the best way to address the issues you have raised. Your concern will be dealt with by the appropriate Head of Service or another senior officer responsible for that area.
We will acknowledge your complaint within three working days and in most cases, we will be able to resolve a concern or complaint within 10 working days. If this is not possible for any reason, we will let you know why and will tell you when you can expect to hear from us.
2. Second step
If you are still unhappy about the way your complaint has been dealt with by the Head of Service or Senior Officer, you can escalate your complaint to the Chief Executive to investigate. This can be done in the same way you made your original complaint or you can email the Chief Executive at chiefexec@testvalley.gov.uk
We will acknowledge your complaint within three working days and provide a response within 15 working days. If this is not possible, we will contact you to explain why and we will let you know when you can expect to receive the response.
3.Third step
If you remain unhappy with the Chief Executive’s findings and decisions, or with the overall handling of your complaint, you can refer your complaint to the Local Government and Social Care Ombudsman who may be able to help you.
The Ombudsman independently investigates complaints against local councils and will consider complaints about:
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administration faults, such as the Council making a mistake or not following its own rules
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poor service or no service
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delay
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bad advice.