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Help us to get it right - Dudley Council tries to provide high quality, affordable services to all its customers. There are times when we do things well, but there may also be times when things go wrong and you are left unhappy or dissatisfied.

We want to hear from you if you have a compliment, comment or complaint about our services

Your compliment, comment or complaint may be about:

  • the kind of services we offer
  • the services you receive
  • the lack of services
  • changes to services
  • costs of services
  • how helpful we have been

Compliments

The council recognises and greatly values the importance of any positive feedback from the customers we serve. Therefore, we want to hear from you whenever you feel the service you have received merits praise.

Comments

We very much welcome and seek your comments in order to assist us in continually developing and improving our services.

Complaints

If you are not happy with a service then you have the right to complain and be listened to. We will do all we can to resolve your complaint promptly and effectively.

Website Feedback

We value your feedback and comments .  Complete the website feedback form to let us know what you think of our website.  Please note this form is for website feedback only.  For compliments, complaints or any other comment related to council services please use the appropriate forms.

If you make a complaint, we will:

  • listen to what you have to say
  • respond to you promptly, ensuring you receive a response to the issues you raise
  • provide advice and information about how you can pursue your complaint further should you feel you need to do so.

Complaint Stages

It is important to us that we try to resolve matters with you straight away, so before making a formal complaint, try to talk the problem over with the person you are dealing with or ask to speak to the manager of the service.

Stage 1

If your complaint cannot be resolved informally you may wish to make a formal complaint. You can do this online, by telephone or in writing by completing the print version of the form below.

We will contact you within five working days to acknowledge receipt and within 20 working days with a full response.

If the complaint is complex and takes longer to investigate we will keep you informed. We will also tell you who to contact if your issue is not resolved.

Stage 2

If you remain dissatisfied with the outcome of your complaint, you can take your complaint further by contacting the appropriate senior manager detailing why you remain dissatisfied. Details of who to contact will be provided in our response issued to you at stage one.

If your issue is not resolved following stage two, you can contact the council's chief executive in writing at Council House, Priory Road, Dudley, DY1 1HF.

If you do not wish to complain yourself, with your permission someone else can do so on your behalf.

If you need help communicating with us, we can arrange this e.g. large print or braille documentation, translation, text relay service, interpreting and sign language.

If you're not sure who to contact, please call Dudley Council Plus on 0300 555 2345.

Social Care Complaints and Compliments

We want to hear from you if you have a Complaint or Compliment about Social Care services. There are two separate Complaints Procedures for Social Care Services; Adults Social Care Complaints Procedure and Children Social Care Complaints Procedure. Although the procedures are different, the Complaints team deals with both.

Your personal information

Depending on the nature of the complaint, we may need to ask your permission to share the complaint details with other services in order to provide a response.

If you are complaining on someone else's behalf, we will normally have to ask their permission.