How to make a complaint

We know that sometimes things go wrong. This page will give you all the information on how to make a complaint about Suffolk County Council

Details of how to complain to the council.

We have around 27,000 staff working for you from over 700 buildings across Suffolk, including schools, libraries and homes for older people. Each day, we make thousands of decisions and try hard to give the best possible service. Your comments – good or bad – help us plan for the future. If you are unhappy about the standard of service you receive, our actions or lack of action, please tell us.

Our promise to you

  • When we receive your complaint, we will let you know (either when you contact us, or within five working days) who is dealing with it.
  • In most cases, we’ll give you a full and clear response to your complaint within 20 working days. If this is not possible, we will let you know when you will get an answer.
  • We will look into your complaint thoroughly and fairly.
  • We will be honest and polite, and keep information you give us confidential.
  • We will apologise if we have made a mistake.
  • We will tell you what we are doing to put things right.

Stage 1

You can contact us in person, by phone, by email or by letter.

Customer Care Manager
Customer Rights
Suffolk County Council
Endeavour House
8 Russell Road
Ipswich IP1 2BX
Email: customerrights@suffolk.gov.uk
Phone: 01473 260711

You can also ask your local county councillor to take up your complaint on your behalf. You can find your councillor's details elsewhere on this website or by phoning 08456 066 067.

Some complaints, such as those about education and social care, are covered by special procedures

Councillors have a separate Code of Conduct that covers their behaviour

Stage 2

We aim to sort out your complaint quickly and to your satisfaction. If you are not happy with the response you get, you can ask for your complaint to be moved on to Stage 2. This will involve someone independent of the service you are complaining about investiigating the complaint and writing a report containing findings and recommendations to the Director with responsibility for the service you are complaining about.

For more information on Stage 2 of the Complaints Procedure please contact customerrights@suffolk.gov.uk or telephone 01473 260711.

If you are not happy after Stage 2, you can contact the Local Government Ombudsman:

The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Telephone: 0300 061 0614 or 0845 602 1983
Web site: www.lgo.org.uk/making-a-complaint/

Further information