How we deal with complaints
How we deal with complaints
The last thing we want to do is upset or annoy you, so we take any complaints we receive very seriously. We have processes to follow to make sure that every complaint is dealt with fairly and sorted out as quickly as possible.
For most complaints we will follow a staged procedure
Informal stage
Where possible, a member of our team will do their best to resolve the issue for you.
If you are not happy with the outcome of this you can go through a formal complaints procedure.
Formal stage 1 and 2
Your complaint will be handled by the service you're complaining about.
Formal stage 3
If you are not happy with the outcome your complaint will be reviewed by our corporate complaints team.
For adults' or children's social care complaints, we are governed by legislation which means we have to follow a different procedure.
In all cases we will:
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Let you know that your complaint has been received within 3 working days, by telephone if possible
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Provide you with the name and contact details of the person dealing with your complaint
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Provide you with a full response within 10 working days, or explain why it might take longer
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Advise you on how to take your complaint further if you are still unhappy with the result
Manchester City Council is committed to dealing with all complaints fairly and impartially, and to providing a high quality service to those who make them. However, there are occasions when contact from a complainant becomes so frequent or complex that it hinders our consideration of their complaints, or those made by other people. We refer to such complainants as either vexatious or unreasonably persistent, and in such cases we may take action to limit the contact the complainant has with us.
Such occurances are rare, and we will first write to the complainant to advise that their contact is no longer considered reasonable. This letter will offer advice on how to prevent further action being taken by Manchester City Council.
If you'd like to take things further
We really hope we are able to resolve any complaints you might have. If however, you are unhappy with the action we have taken, you may want to contact the Local Government Ombudsman.
For more information on the Local Government Ombudsman visit www.lgo.org.uk/ or call 0300 061 0614.