View our complaints policy
We are committed to providing good quality services to residents, visitors, organisation’s and community groups and want you to be completely satisfied. However, we know that sometimes things can go wrong. If this happens, please let us know and we’ll try to put things right.
If you feel unable to make the complaint yourself please phone 01522 881188
If you are unhappy and considering making a complaint you should initially speak to a member of staff, who may be able to quickly resolve the issue with you. However, if we are unable to resolve your issue at this point, the next option is to lodge a formal complaint.
To make a complaint, please complete the online complaint form or write to our Customer Services Team. Please include a description of your complaint enclosing any copies of letters or notes made during personal visits or phone conversations etc.
There are some things that we can’t deal with under our complaints procedure, but we will explain this to you and tell you about your rights when you contact us. If we require you to provide any additional information so we can deal with your complaint, investigation will be suspended and commence again once the information has been received.
Level one
If you wish to make a complaint you can do so in person, by phone, email, complaint form, letter or online form.
We will try to resolve your complaint with you. Your complaint will be acknowledged and you may be contacted by phone. A line manager will then respond fully in writing to you as soon as possible. We respond to most complaints within three weeks. If more time is required you will be kept informed as to when you can expect a response.
Level two
If you feel your complaint is not resolved by the answer you receive you should contact us and;
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Provide us with the reasons you wish to escalate your complaint to a level two
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Enclose copies of any letters or notes made during visits or phone conversations with the Council
You can contact us in the following ways:
Address:
City of Lincoln Council,
City Hall,
Beaumont Fee,
Lincoln,
LN1 1DD
E-mail: complaints@lincoln.gov.uk
Phone: 01522 881188
If we need any additional information we will contact you. Your complaint will be acknowledged and a senior manager will look into your complaint again. They will write to you as soon as possible with their findings.
If you’re still not satisfied
The council’s complaints procedure ends at level two. If you are still not satisfied you can then contact the Local Government and Social Care Ombudsman who will look into the merits of your complaint and may also investigate how we dealt with it.
Address: Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Phone: 0300 061 0614
Please note that the Local Government and Social Care Ombudsman do suggest that you exhaust the organisation’s internal procedures first before contacting them directly.