Answers to common questions about our complaints and feedback service.
What is considered a complaint?
A complaint is when you tell us you're unhappy with a service you've received, something we've done, or something we haven't done. It can be about things like delays, the quality of a service, or the actions of a member of staff. Your complaint can be made online using MyDudley, by phone, in writing, or in person.
What is not considered a complaint?
Some things aren't treated as complaints under our complaints policy, such as:
- Asking us to carry out a service for the first time (e.g. reporting a pothole)
- Requesting an explanation of council policy (e.g. why council tax is set at a certain rate)
- Complaints about schools, councillors, or ongoing legal cases. These follow different procedures
- Matters that have their own separate appeals process (e.g. school admissions, planning applications)
If your issue doesn't fall under the complaints policy, we'll explain why and tell you the correct process.
How do I make a complaint?
You can contact us in several ways:
- Online: Complete the complaints form on MyDudley
- Phone: Call 0300 555 2345
- Post: Write to Customer Services, Council House, Priory Road, Dudley, DY1 1HF
- In person: Contact us first to arrange an appointment
If you need help making your complaint, we can support you. You can also ask someone else to complain on your behalf if you give permission.
What happens after I've made a complaint?
Your complaint will be handled in two possible stages:
Stage 1 – Initial investigation
- We will acknowledge your complaint within 5 working days
- We aim to send you a full response within 10 working days of the acknowledgement
- If we can't respond in time, we'll explain why and tell you when you'll get a full response
Stage 2 – Escalated review
If you're not satisfied with the stage 1 response, you can ask for a stage 2 review.
- A more senior manager, who wasn't involved previously, will investigate
- You'll receive a full response within 20 working days after the acknowledgement
What if I'm still unhappy after stage 2?
You can contact the Local Government and Social Care Ombudsman or the Housing Ombudsman (for housing-related issues). They are independent organisations who can look into your complaint after the council's process is complete.
How long do I have to make a complaint?
We usually accept complaints made within 12 months of the issue happening or when you became aware of it. Some exceptions may apply depending on the circumstances.
What should I do if I don't receive a response to my complaint in the timelines outlined?
Please contact Dudley Council Plus on 0300 555 2345.
What will the council do if something has gone wrong?
If we've made a mistake, we will:
- Apologise
- Explain what went wrong
- Set out what we will do to put things right. This could include actions such as fixing a delay, changing a decision, updating records or improving a service
Can someone make a complaint for me?
Yes. A friend, family member, councillor, MP, or representative can contact us on your behalf, as long as you give permission for them to do so.
What if I need the complaints process in a different language or format?
We can provide information in alternative languages, large print, audio, or other accessible formats. We can also support you with making a complaint if you need help.
Will my information be kept private?
Yes. Any personal information you provide will be handled in line with the UK GDPR and Data Protection Act 2018. We may need to share details with the relevant service area so they can respond to your complaint.
What if the council decides not to accept my complaint?
If we don't accept your complaint (for example, because it falls under another process), we will:
- Explain why
- Tell you how to challenge the decision with the relevant ombudsman
What if someone keeps making unreasonable or repeated complaints?
The council has a separate procedure for dealing with persistent or vexatious complaints. This is only used in rare cases where behaviour impacts staff or prevents fair handling of other people's complaints.