The Council and democracy Complaints and feedback

How we deal with complaints

Time limit for making complaints

We will not normally be able to consider a complaint made more than one year after the grounds to make it happened. This time limit can be extended if we determine it is still possible to consider the complaint effectively and efficiently and if it would be unreasonable to expect the complainant to have made the complaint earlier. 

We have processes to follow to make sure that every complaint is dealt with fairly and resolved as quickly as possible.  For most complaints there are different stages that we follow:

Informal stage

Where possible, we will do our 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 one

Your complaint will be handled by a senior member of the service you're complaining about. If you’re not happy with the response, you can ask for it to be moved to stage two.

Formal stage two

Your complaint will be answered by the Manchester Feedback and Complaints Service, who are independent of the department your complaint is about. 

For all stages we will:

  • let you know that your complaint has been received within three working days
  • provide you with a full response within ten working days, or explain why it might take longer.
  • give you details of who has investigated your complaint and their decision on it
  • advise you on how to take your complaint further if you are still unhappy with the result.
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