1. Making a complaint
How to make a complaint.
Making a complaint
For Exeter City Council services, the corporate complaints procedure applies to all council services, except those provided in the Council’s role as a social housing landlord for tenants and leaseholders.
If something has gone wrong, please tell us. We will listen, put things right where we can, and learn from what happened.
Before you complain: Is it a service request?
A service request is when you first ask us to do something or fix a problem (for example: a missed bin, graffiti, or a repair). This is not a complaint unless it meets the criteria below. To make a service request, please use one of these links (or search our website):
When you can make a formal complaint
You can make a complaint if you think we have:
- done something wrong,
- behaved unfairly or impolitely,
- not carried out a service to an agreed standard,
- not responded to your request for a service within our stated timescales.
A complaint is an expression of dissatisfaction, however made.
Resolving your complaint
We prefer to sort out problems early and may call you to talk it through.
If we are at fault, we will:
- explain what happened,
- acknowledge mistakes and apologise,
- put things right where we can,
- explain what we will do to stop it happening again.
What we cannot deal with under this complaints process
Some issues have a different legal or formal process. For example, some planning appeals and statutory reviews of homelessness decisions are not handled under this policy. If this applies, we will explain why and tell you the right route to use.
We also do not use this process for:
- complaints about councillor conduct,
- employment-related complaints dealt with through other policies.
To make a complaint about a councillor please see our Complaints about councillors page.
Time limit for making complaints
Please raise your complaint within 12 months of the issue. If it is older than that, we may not be able to look at it unless there is a good reason for the delay
How will your formal complaint be dealt with?
Stage One (initial response)
- We will acknowledge your complaint within 5 working days.
- We will respond within 10 working days of the acknowledgement.
- If we need more time, we may extend by up to 10 working days (unless there is good reason to extend further). We will explain why and give you a new due date.
Stage Two (review)
If all or part of your complaint is not resolved to your satisfaction at Stage 1, it may progress to Stage 2. This is reviewed by a senior officer who was not involved at Stage 1.
- We will respond within 20 working days of the acknowledgement.
- If we need more time, we may extend by up to 20 working days (unless there is good reason to extend further). We will explain why and give you a new due date.
Our final response will explain:
- our decision and what we found,
- any remedy offered,
- any outstanding actions,
- how to contact the Ombudsman if you remain unhappy.
If your complaint is still unresolved?
If you have been through all stages of our complaints process and are still unhappy, or if we have not met the timelines above, you can contact the relevant Ombudsman. This is free and independent.
Local Government & Social Care Ombudsman (LGSCO)
Phone: 0300 061 0614
Address: PO Box 4771, Coventry, CV4 0E
Website: https://www.lgo.org.uk
How to make a complaint
We recommend using our online form, as it is the fastest way to register your complaint. However, you can still complain through any channel, including in writing, by telephone or in person. Where a complaint is made verbally, we will record it and confirm the details in writing if requested.
Please note: You do not need a MyExeter account to use this form.
You can also make a complaint by letter to:
Complaints Officer, Exeter City Council, Civic Centre, Paris Street, EXETER, EX1 1JN