Complaints

Council Complaint Letter Template

Write a formal complaint to your local council about housing, planning decisions, environmental issues, missed collections or other council services.

When to use this template

Use this template when you need to make a formal written complaint to your local council. Most councils have a formal complaints procedure and require complaints to be submitted in writing before they can be escalated to the Local Government and Social Care Ombudsman.

The template

[Your Full Name]
[Your Address Line 1]
[Town / City]
[Postcode]

[Date]

The Chief Executive / Complaints Team
[Council Name]
[Council Address Line 1]
[Town / City]
[Postcode]

Dear Sir or Madam,

Re: Formal Complaint - [Brief description, e.g. Repeated Missed Bin Collections / Failure to Address Noise Nuisance / Planning Decision Ref: XX/XXXXX]

I am writing to make a formal complaint regarding [brief description of the issue] at [address or location affected], which falls within [Council Name]'s area of responsibility.

Background

[Describe the problem clearly and factually, in date order if relevant. Include reference numbers for any previous contact with the council, the names of any officers you have spoken to, and the dates of any previous reports or correspondence.]

Why I am dissatisfied

Despite [reporting this matter on [date(s)] / your response dated [date]], the issue has not been resolved. [Explain specifically why you are dissatisfied with how the council has handled the matter.]

What I am requesting

I am requesting that the council [state clearly what you want done, e.g. investigate the matter formally / take enforcement action / provide a written explanation of the decision / arrange for the missed collection to be completed within 5 working days].

I expect a written acknowledgement of this complaint within 5 working days and a full response within 20 working days, in line with [Council Name]'s published complaints procedure.

If I am not satisfied with the outcome, I understand I may refer this complaint to the Local Government and Social Care Ombudsman after completing your internal complaints process.

Yours faithfully,

[Your Signature]

[Your Full Name]
[Your Contact Telephone Number]
[Your Email Address]

Enc: [List any enclosed documents, e.g. photographs, previous correspondence]

Tips for using this template

1Most councils have a two-stage complaints process. This letter initiates Stage 1. If you are unhappy with the response, you can request a Stage 2 review before going to the Ombudsman.
2The Local Government and Social Care Ombudsman (LGO) can only consider your complaint after you have completed the council's internal process.
3For planning complaints, note that the Ombudsman cannot overturn planning decisions but can find fault in how a decision was made.
4Include any evidence you have: photographs, dates of missed collections, noise diaries, or copies of previous correspondence.
5Send by tracked post and keep a copy. Note the date you posted it.

Frequently asked questions

How long should a council take to respond to a complaint?

Most councils acknowledge a complaint within 5 working days and give a full response within 20 working days under their published complaints procedure, though timescales vary by council.

Can the Local Government Ombudsman investigate my complaint straight away?

No. The Local Government and Social Care Ombudsman will only look at a complaint once you have completed the council's own internal complaints process, usually both stages of it.

Ready to send? Post it without leaving home.

Type or paste your letter into our editor and we will print it on 100gsm paper, fold it, seal it and post it via Royal Mail. From £2.99, same-day dispatch before 1:30 pm.

Write and send this letter