Derby City Council wants to provide the best possible services for the people of Derby. To achieve this we have a complaints procedure 
- 264 Kb and a Complaints Officer to investigate complaints about the services we provide.
So, if you're not satisfied with a service we provide please let us know. Then if we've done something wrong, we can either put it right or make changes to stop it happening again.
If you want to discuss a complaint, please telephone the Complaints Officer on 01332 255538 or e-mail complaints@derby.gov.uk.
Using our complaints procedure
1. If you’ve got a complaint, you should first tell the department that’s responsible. The department will try to sort it out and will aim to get back to you within 10 working days.
2. If you’re not satisfied with the department’s response, you can make a formal complaint. This is the first stage of the complaints procedure. You must put your complaint in writing. You can send us a letter or fill in a complaint form. You can get the form from:
Please post or e-mail your complaint to the Complaints Officer, and please make sure you tell us your name and address.
When we receive your formal complaint, the Complaints Officer will ask a manager in the department to investigate your complaint. It is usually possible for managers to respond to a formal complaint in ten working days but, if they need more time to deal with your complaint, the manager will let you know.
3. If you’re not satisfied with the response you receive from the manager who investigated your complaint, you can ask us to consider it under the second stage of the complaints procedure. To do this, you have to write and tell us why you are dissatisfied with the first stage response. Under the second stage of the complaints procedure, the Chief Executive or an officer named by the Chief Executive will investigate your complaint. We aim to respond to second stage complaints within 15 working days.
4. If you are still not satisfied with the outcome of the investigation, the Chief Executive may at his discretion refer your complaint to the Council’s Standards Committee. This is the third stage of the review. The Standards Committee is made up of councillors and independent people, from a range of backgrounds, who would consider your complaint and the Council’s response to it.
Complaining to the Local Government Ombudsman
The Local Government Ombudsman is an independent organisation that central government has set up to investigate complaints about Council services. If you don’t want to make your complaint to the Council, you can ask the Local Government Ombudsman to investigate it.
You can make a complaint to the Ombudsman at any time during the complaint process.
Which Council services does the complaints procedure cover?
The complaints procedure covers most Council services. However, we deal with some complaints - about schools, social services matters, Derby Homes and councillors - under different procedures. If you need more information about this, please ask the Complaints Officer.
Complaints about services to children and young people and adult social services
There are separate complaints procedures for children and young people's services and adult social services. Please use the links below for further information: