Stage 1
If you have a complaint you should first contact the relevant
Service Manager
and explain your problem so that it can be put right.
Please note that the following will not usually be treated as
complaints:
- requests for a service e.g. reporting a housing repair
- requests for information or an explanation of council policy or
practice
- matters for which there is a right of appeal or a more
appropriate or prescribed legal remedy
- complaints about the conduct of councillors
which should be reported to the Monitoring Officer (the
Council Secretary and Solicitor)
- complaints about decisions in respect of licences, permits,
approvals, consents, permissions or registrations or any related
enforcement actions.
Stage 2
If, after speaking to the Service Manager, you remain dissatisfied
you can either:
The Service Manager will aim to respond to your complaint within
10 working days.
Stage 3
If you are still unhappy you can write to the
Heads of Service who
will investigate the matter and aim to respond within 10 working
days.
Stage 4
If you are still unhappy, you can write to the
Managing
Directors who will investigate and aim to respond within
10 working days.
Stage 5
Finally, you can refer your problem to the Local Government
Ombudsman for investigation:
Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
Tel: 0300 061 0614 or 0845 602 1983
Email: advice@lgo.org.uk
Text: "call back" to 0762 480 4299
Fax: 024 7682 0001
Web: Local Government Ombudsman (external
link)
Contact us
The council's contact details are: West Lancashire Borough Council,
PO Box 16, 52 Derby Street, Ormskirk L39 2DF
Tel: 01695 577177
Email:
customer.services@westlancs.gov.uk
Online:
Contact form