Make a complaint
Before making a complaint, try to first contact the service in question to resolve your issue.
If you're contacting us about an issue for the first time, get in touch with the service directly so that we have the opportunity to put things right.
Services with separate complaints procedures
Some services deal with complaints in different ways.
Make a complaint
If you've tried reporting the problem through these methods and it has not been resolved, you can make a complaint online.
You can also contact us:
Customer Service
Luton Borough Council
Town Hall
George Street
Luton
LU1 2BQ
Telephone: 01582 546398
Email: complaints@luton.gov.uk
How we deal with complaints
All other complaints, or an issue that hasn't been resolved after reporting it, follow our corporate complaints process. This explains how we'll deal with a complaint.
Go to the corporate complaints policy
Telling us about your issue will not have a negative effect on the service you receive. We welcome any feedback that helps us improve and maintain standards.
This process is for you to make a complaint about service delivery, such as:
- trouble using the online bidding system
- repeated missed bin collections
Stage 1 complaints
For 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 this within five working days.
Your complaint will be directed to the manager responsible for the service you're complaining about, and they have 10 working days to respond to your concerns.
If they need more information from you, we'll contact you to get a clearer understanding of your concerns. They'll provide a full response and explain any changes which may result from your complaint. They'll also tell you how to take the matter further if you're not happy with our response.
Stage 2 complaints
For stage 2, if you're unhappy after you've received the full response at stage one, tell us straight away.
We'll acknowledge this within five working days and the complaint will be directed to someone senior to the officer who responded at stage one.
We aim to provide a full response to your complaint within 20 working days.
When this process will not be used
This process will not be used if there's a more appropriate way of dealing with your concerns, for example:
- a statutory appeal process such as a schools admissions appeal
- if there are legal proceedings contemplated or in progress, such as an appeal against a planning decision
- if they relate to an insurance claim or if they are made anonymously