North Lincolnshire Council

Complaints

North Lincolnshire Council is committed to delivering excellent customer service. We welcome feedback from our customers, as this will help us to improve our services and meet your needs more effectively.

How to make a complaint

If you have a complaint we encourage you to contact the service concerned directly in the first instance. Staff there will do all they can to put things right and resolve the issue for you and will be able to respond more quickly to your enquiry, especially if it is regarding a request for our services. You can use our online form to contact us:

If you feel the matter is still unresolved or you wish to complain formally, please report your complaint to a council office.

Please note: Although we will acknowledge receipt of your Corporate Complaint quickly it will take up to 15 working days to investigate and respond to your enquiry.

Alternatively you can:

Contact us by telephone on: 01724 297000.

Email your complaint to us at customerservice@northlincs.gov.uk.

Visit one of our Local Link offices where staff will do everything possible to sort matters as quickly as possible.

Write to us at: Customer Feedback, Church Square House, 30-40 High Street, Scunthorpe, DN15 6NL.

Customer Complaints Policy

The council has a Customer Complaints Policy [PDF, 250Kb],  which gives you more information about how to make a complaint. It also provides information and contact details of special procedures for complaints relating to particular areas of the council.

Responding to complaints

When you make a formal complaint to the council, we will acknowledge your complaint and provide you with a full response to your complaint with 15 working days.

If you are not happy with our response, tell us, and we will ensure your complaint is investigated further.

If you remain unsatisfied with our response you may wish to contact the Local Government and Social Care Ombudsman.

Customer care

Thousands of people contact the council every year in many ways. However you choose to contact the council, you are entitled to the highest standards of customer care and response. We set targets for our services and check to make sure that we meet these standards.

If you are unhappy with the way we have handled your complaint, you may wish to contact your local councillor, or the Citizens Advice Bureau.