Contact us

Make a formal complaint about most council services

Before making a formal complaint you should contact the relevant service first. This gives us an opportunity to resolve the issue you are raising. The quickest way to do this is to use our online contact forms.

Common requests include:

View all our contact forms

When to use this complaints process

If the service you have contacted is not able to resolve the issues you have raised, you can make a formal complaint. Our complaints process looks at how we have delivered services and reached decisions.

Complaint types that fall outside this process are listed under In this section on this page. Please use the links on the right to find out more. Your complaint may be rejected if you do not use the correct complaints process.

Still want to log a formal complaint?

If you have already reported an issue and we haven’t been able to resolve it, you can make a formal complaint online using the form below or calling us.

Make a complaint online

Read our privacy notice which tells you how we use your data.

Call us on 0151 233 3000 or visit a One Stop Shop and speak to an adviser.

What happens once I have made a complaint?

We will do our best to resolve your complaint to your satisfaction. We will do this by following the 'Have Your Say' complaints procedure.

  • Stage 1: We will deal with your complaint within 10 working days.
  • Stage 2: We will arrange for a senior officer to do a further investigation within 25 working days if things are not resolved.
  • Stage 3: If you are still unhappy you can contact the Local Government and Social Care Ombudsman.

The following documents provide more information about 'Have Your Say' and how we deal with unreasonable and vexatious customers.