Luton Borough Council Website

We take it very seriously if someone is unhappy with our services and will investigate any complaint we receive.

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 your complaint relates to the conduct of a councillor or co-opted member, click here for details of that process.

If your complaint relates to a school, click here for a copy of the Schools Complaints leaflet.

If your complaint relates to a social care issue, click on one of the following links for additional information.

Children's Social Care Complaints

Adult Social Care Complaints

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, you can download a pdf version of the corporate complaints policy at the bottom of this page.

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, usually within 10 days, otherwise we will keep you updated on the progress of the investigation.

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. As with stages 1 and 2, we will keep you informed about the progress of the investigation if it is delayed.

However when Stage 3 has been completed and concluded, if you are still not satisfied, you can then complain to the Local Government Ombudsman

If your complaint involves a school or a Social Services issue, we have slightly different procedures.

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Complaints relating to schools

Comments relating to Children's Social Care

Complaints relating to Adult Social Care

Corporate Complaints Policy