Tuesday 11th August 2020
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Luton Town Hall from St Georges Square
We welcome your views on our services and take it seriously if someone is unhappy. We will investigate any complaint we receive.

We aim to learn from the complaints we receive and will make changes to our processes where there is a valid concern and this is practicable.
If you wish to make a comment, give a compliment or make a complaint about a service provided by us please click the green button below to complete our online form. Alternatively, please contact us using the details at the bottom of the page.

Make a comment, compliment or complaint

   Make a comment, compliment or complaint ​             

Complaints process

We have a complaints process which explains how we will deal with a complaint. This process is for you to make a complaint about service delivery eg trouble using the online bidding system or repeatedly missed rubbish collection.
There are two stages to our complaints procedure:
Stage 1 - we try to resolve issues quickly and will try to resolve things informally whenever possible. When we receive your complaint we will acknowledge in three working days.
Your complaint will be directed to the manager responsible for the service you are complaining about and they have 15 working days to respond to your concerns.
If they need more information from you, we will contact you to get a clearer understanding of your concerns. They will provide a full response and explain any changes which may result from your complaint. It will also tell you how to take the matter further if you are not happy with our response.
Stage 2 - if you are unhappy after you have received the full response at stage 1, please tell us straight away.
We will acknowledge this within three working days and the complaint will be directed to someone senior to the officer who responded at stage 1. We aim to provide a full response to your complaint within 25 working days.
If you are still not happy with our response, you can then complain to the Local Government Ombudsman
This process will not be used if there is a more appropriate way of dealing with your concerns, for esample:
  • a statutory appeal process (like a schools admissions appeal)
  • if there are legal proceedings contemplated or in progress (like an appeal against a planning decision)
  • if they relate to an insurance claim or if they are made anonymously
Other complaints about specific areas or services provided by us involve slightly different procedures, the links below provide further information about how you need to progress your concerns about these.

 Contact information

Luton Borough Council
Town Hall, George Street, LUTON, LU1 2BQ
Tel: 01582 546398


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