Step 1 - talk to us

The first step is to talk to the person you originally dealt with. You can use telephone, fax, e-mail or Typetalk. If you are not sure how to contact them, look under the relevant service in our A-Z index or call 01305 251010. We will reply to verbal complaints within three working days, but most are resolved the same day.

Step 2 - formal complaint to service manager

If you are still unhappy having spoken to our staff, you can put your complaint to the manager of the service. This is best done in writing - by filling out a  council complaints form (pdf, 102kb) (opens in a new window) or by e-mail, letter, fax or Typetalk. We will acknowledge your complaint letter within three working days and send a reply within ten working days. If more time is needed, we will write to explain.

Contact details of where to send your complaints can be found at the bottom of this page.

Step 3 - Chief Executive investigates

If you are not satisfied with the response from the manager of the service, then you can write to the Chief Executive, who will investigate the matter. The request to the Chief Executive must be made within 21 days of receiving the response from the manager. Once again we will acknowledge your complaint letter within three working days and send a reply within 15 working days. If more time is needed, we will write to explain.

Local Government Ombudsman

You may also take your complaint to the Local Government Ombudsman (opens in a new window) , who works independently of the council. However, he will expect you to try to get your complaint settled using the council's procedures first. A leaflet on the Ombudsman is available from our offices or by contacting us.

Councillors

You may contact your district councillor for help at any stage. Use the A-Z of district councillors to find your councillor or to find out more about councillor complaints. For more information or clarification on our complaints scheme please contact us using the details below.

• Complaints about councillors - West Dorset District Council

• West Dorset District Council Customer Services
  Name: West Dorset District Council
  Email: custservices@westdorset-dc.gov.uk
  Tel: 01305 251010
  Fax: 01305 251481
  Full details for West Dorset District Council