Council Not Responding to Your Complaint? (UK)
Councils almost all run a two-stage complaints process, and the single most common reason people get stuck is that nothing they sent was ever logged as a complaint. Getting it recorded is what starts every clock that follows.
The short answer
Complain to the council first — the Local Government and Social Care Ombudsman requires it, so that the organisation has a chance to put things right. Most councils run a two-stage process. If the council has not resolved matters within about 12 weeks, you can normally go to the Ombudsman without waiting for their process to finish. The Ombudsman is free.
Contents
Get it logged as a complaint, explicitly
A service request is not a complaint, and a phone call to a department is usually neither. Councils treat these differently, and the ombudsman route depends on the complaints process actually having been used. Say the words, ask for the reference, and ask which stage you are at.
Four things to put in the first message
- Use the phrase "formal complaint" in writing
- Ask for the complaint reference number
- Ask which stage of the process it is being handled at
- Ask for the timescale their own policy sets for that stage
The two stages, and what each is for
Stage one is the service's own response. Stage two is a review, usually by someone independent of the original decision. You normally need to have gone through the process — or to have waited long enough — before the Ombudsman will look at it.
What actually moves a council complaint
Specificity and impact. Councils handle enormous volumes, and a complaint that names the service, the dates, the reference and the concrete effect on you is triaged differently from one expressing general dissatisfaction. Say what you want done, not only that you are unhappy.
What to include
- Name the service and the exact dates
- Quote every reference number you have
- State the practical impact in one sentence — cost, time, health, an entitlement missed
- State the outcome you want
- Ask a direct question, because questions are harder to file than statements
When you can go over their heads
If about 12 weeks pass from your complaint without resolution, you can normally approach the Ombudsman without waiting for the council's process to conclude. There is also a deadline running against you the whole time — see the escalation guide.
Formal council complaint
Edit this template with your facts, dates, and requested outcome before sending.
Subject: Formal complaint — [service], reference [number] Dear [Council complaints team], I am making a formal complaint about [the service or decision], reference [number] where you have one. [Two or three factual sentences: what happened, the dates, who you dealt with, and what has not been done.] This has affected me by [practical impact — money, time, health, missed entitlement]. I am asking the council to [the specific outcome you want]. Please confirm the complaint reference, which stage of the complaints process this is being handled at, and when I should expect a response. Kind regards, [Your Name]
Copy this as a starting point and adapt it to your own facts and dates.
Common mistakes to avoid
- Reporting a problem to a department and assuming that counts as a complaint
- Never asking for a complaint reference, so nothing can be tracked or escalated
- Writing at length about how unreasonable the council has been rather than what happened and when
- Not stating the practical impact, which is what determines priority
- Letting the 12-month ombudsman deadline run while waiting politely
- Restarting the complaint from scratch each time you speak to someone new
Next steps
- 1Write to the complaints team using the words "formal complaint"
- 2Ask for a reference, the stage, and the timescale
- 3Note the date — the clock for escalation runs from here
- 4Keep every reply and note anything promised verbally
- 5If unresolved after about 12 weeks, consider the Ombudsman
Work out your next step
This guide explains the process and the deadlines. If you want help working out where you stand and what to do next, start with a situation check.
Check your situation →This guide is general information about the process, not legal advice.