Make a complaint

Make a complaint

You can complain to us if you think we've done something wrong, failed to provide a service or not followed correct procedures.

Our formal complaints procedure can be up to two stages long. It is explained in full in our 3Cs pack (PDF, 795 KB).

We will acknowledge your complaint within five working days. 

Before making a complaint, you should ensure you have given us an opportunity to resolve the issue you are raising. You should contact the relevant service first. We can do this for you, please contact info@fenland.gov.uk. If the service is not able to resolve the issues you can make a complaint.

We are committed to making sure the way we work does not put disabled people at a disadvantage and to meeting our legal obligations under the Equality Act 2010. If you need any help or support to use our service, please let us know and we will consider what changes we can make.

Make a complaint

Items excluded from our complaints process

The following items are excluded from our complaints process. This is to ensure our process provides access to independent investigation, and, where appropriate, redress where no other appropriate route exists.

• Complaints made on behalf of another public body (e.g. parish council, NHS Trust, government department). The complaints process is not normally an appropriate route to resolve disputes between public bodies.
• Anonymous complaints - It is not possible for local authorities to consider the impact on the individual raising the complaint nor identify whether there are any conflicts of interest or other ongoing action such as appeals or court action etc.
• The person complaining (or their representative) has already commenced legal action about the matter.
• The person complaining (or their representative) has a statutory right of appeal to a tribunal, a government minister or court about the matter complained of and it would be reasonable to expect them to exercise that right of appeal.
• The specific matter complained of has already been subject to an appeal or is currently subject to an appeal with a tribunal, minister or court, even if the person complaining or their representative is not the appellant.
• The person complaining (or their representative) can appeal or ask for a review of the organisation's actions through an internal appeal or review process.
• Complaints solely about Data Protection (Data Protection Act 2018 and General Data Protection Regulations (EU) 2016/679)
• There is ongoing action being taken either by the organisation or another party and considering the complaint would prejudice such action.
• The complaint relates to personnel matters, including recruitment, pay, grievances, removals, discipline and pensions.

The Ombudsman decides whether it can and should investigate complaints. For example, the Ombudsman may decide not to investigate your complaint if you have not been significantly personally affected by the issue you are raising. You can find out more information about what complaints the Ombudsman may consider on its website.