Complaints procedure

Our corporate complaints procedure has three stages:

Stage One

Your complaint will be sent to the manager of the service that you are unhappy about. You need to give as much detail as possible as this will help us investigate your complaint.

You should receive an acknowledgement within two working days and a reply within 10 working days.

If you are unhappy with your stage one reply, you can ask for your complaint to be considered at stage two by the department director or head of service.

Stage Two

Your stage two complaint needs to be in writing, stating which aspects of the previous reply you are not happy with and what more you think we should do.

This must be received no later than one calendar month from the date of the stage one reply.

You should receive an acknowledgement within two working days and a reply within 10 working days.

Stage Three

If you are still unhappy with your stage two reply, you can ask the chief executive to review your complaint. You need to explain in writing which aspects of the previous response you are not happy with and what more you think we should do.

Your stage three complaint must be received no later than one calendar month from the date of the stage two reply.

You should receive an acknowledgement within two working days and the aim is to reply within 20 working days.

If we cannot respond fully within that time, we will contact you, explain why and let you know when you will receive a full response.

Your stage three request should be sent to complaints@slough.gov.uk or to:

Corporate Complaints team,
Slough Borough Council
St Martins Place
51 Bath Road
Slough
Berkshire
SL1 3UF

If I am still not happy after stage three, can I take my complaint further?

Yes, you can contact the Local Government Ombudsman. The Ombudsman is an independent person who investigates many types of complaints about councils once they have been through all the stages of the council complaint procedure.

The Ombudsman's address is:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

Telephone: 0300 061 0614
Website: Local Government Ombudsman 
Text 'call back': 0762 480 3014
Fax: 024 7682 0001.