Local Government Ombudsman
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Independent and impartial

Make a complaint - key steps


First complain to the organisation involved

  • First complain to the organisation involved to give them a chance to put things right 
  • You should usually go through all stages of their complaints procedure

See also: Top tips for making a complaint

Complain to us

  • If your problem has not been put right you can complain to us 
  • If you have not had a response within a reasonable time (usually up to 12 weeks) you can complain to us

Go straight to: How to complain

Can we investigate?

The law doesn’t allow us to investigate some complaints. In most cases, you will need to have:

  • complained to us within 12 months of becoming aware of the issue
  • been directly affected by the issue
  • suffered an injustice

See also: What we cannot investigate

Dealing with your complaint

  • We will take a first look at your complaint and explain whether we can investigate 
  • If we investigate, we may ask you and the organisation for more information 
  • We publish our final decisions on our website. We don’t use real names

See also: How we deal with your complaint

We will treat you politely and with respect. We expect you to treat our staff in the same way. We will not tolerate:

  • abusive, intimidating or threatening behaviour
  • swearing and offensive language 
  • shouting on the phone
  • racial abuse, or
  • any form of discrimination.   

We have a policy about how we manage unreasonable behaviour.

Please call us if you are not sure whether we can help