Make a complaint to South Norfolk Council
We want to hear from you when something goes wrong so we can put it right
Stage one – the investigation stage
We will acknowledge your complaint within five working days. We will fully investigate your complaint with emphasis on trying to resolve it at this stage. Within 15 working days we will give you a full explanation and resolution. If we are unable to resolve your complaint within 15 working days, we will keep you updated and agree a new timescale.
If you are not happy with the resolution we have given or the way we have handled your complaint you have the right to escalate to stage two for a review.
Stage two – the review stage
If you have escalated your complaint to stage two, we will let you know within five working days that we have received it and within 15 working days you will get a full response. If we are unable to resolve your complaint within 15 working days, we will keep you updated and agree a new timescale.
Local Government Ombudsman
If you have been through all stages of our complaints procedure and are not satisfied with the way your complaint has been handled or resolved, you can ask the Local Government Ombudsman to review your complaint.
The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service. They look at individual complaints about councils and some other organisations providing local public services.
The Ombudsman expects you to have given us a chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway, this is usually up to 12 weeks.
Their contact details are:
Telephone: 0300 061 0614
Opening hours: Monday to Friday: 10am to 4pm (except public holidays)
If want to let us know about a missed bin collection, noise complaint or fly tipping please make a report. By making a complaint instead we will not be able to deal with your issue as quickly as we would like.
For highways issues; potholes, roadworks, pavements etc. please contact Norfolk County Council