We take it very seriously if someone is unhappy with our services and will investigate any complaint we receive.
Feedback
Luton Borough Council
Tel: 01582 546000
Fax No: 01582 546223
Email: feedback@luton.gov.uk
If you wish to make a comment, compliment or complaint about a service provided by Luton Borough Council please contact us either in writing to Freepost Feedback Luton Borough Council (you don't need a stamp), by telephone to Luton (01582) 546000, by fax to Luton (01582) 546223 or by email to feedback@luton.gov.uk.
If you wish to complain about the conduct of a councillor or co-opted member, we have a specific process for this.
Complaints Policy and Procedure
The Council has a corporate complaints policy and procedure - if you would like to see a copy, which contains lots of information on how to complain and on the procedures we will follow to deal with your complaint, please click on the link below to download a PDF version.
There are three main stages to our complaints procedure:
Stage 1 - we always try to resolve issues quickly. From the moment we receive your complaint, we must get back to you inside three working days. At the very least we must acknowledge the problem in writing and give you the name of the person dealing with it. We must give you a full reply within ten working days if possible, or keep you fully informed of the progress and reasons for delay.
Stage 2 - if you are unhappy after you have received the full response at Stage 1, please tell us straight away. We will write back - again inside three working days - telling you who is dealing with the problem and when you can expect a full reply.
Stage 3 - if you are not happy with the full response at Stage 2, please write to us again - within 28 days. One of the Council's directors will then review the issue. You can expect our acknowledgement within three working days of us receiving your letter. We will also explain how long the director's review will take.
However, if you are still not satisfied, when Stage 3 has been completed and concluded, you can then complain to the Local Government Ombudsman
If your complaint involves a school or our Social Services Department, we have slightly different procedures:
Compliments and Complaints - Social Services
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