Complaints Procedure
This procedure is for members of the public who are not happy with the service they have received from us.
You can make a complaint to us in person, via the telephone, via email, via our website or in writing.
What is a Complaint?
A complaint is an expression of dissatisfaction from a member of the public about a council service.
A complaint is when:
- We have failed to do something we should have done
- We have done something badly or in the wrong way
- You feel that you have been treated unfairly or discourteously
What is a Comment or Compliment?
Your feedback is invaluable and we would like to encourage suggestions and compliments so that we can recognise when we provide a good service. This also gives us the opportunity to continue to develop and improve our services by either reviewing policies and procedures, or by better equipping staff to carry out their jobs more effectively.
How long does it take?
We aim to resolve all complaints within 10 working days. Should your complaint require investigation resulting in a delay of longer than 10 working days, we will write to you to explain the reason for the delay and state when you can expect a full reply. However, if for any reason you are not satisfied with the reply to your complaint, you have the right to appeal within 14 days.
Complaint Procedure (368Kb) (link opens in a new window)
All comments, compliments and complaints are received and acknowledged by the Council's Customer Service Team. If you are unsure of how to proceed please e-mail us at service@north-herts.gov.uk 
or you can ring the main telephone number 01462 474000 between 9.00am and 5.00pm, Monday to Friday, where our team will be happy to help you.
"For further information about the role of NHDC Officers and how to complain about other public services"
If you have made a complaint and you are still not satisfied
If you are unhappy with our response to your complaint you can ask for the complaint to be reconsidered by the Director of the relevant service within 14 days of our response to you. Please state why you are unhappy with the result. You can do this by contacting the Customer Service Officer that handled your comment, compliment or complaint .
We hope that we can resolve your problem, but if you have been through all the stages listed above and you are still dissatisfied you have the right to refer your complaint to the Local Government Ombudsman. The Ombudsman will not normally consider your complaint unless the Council has had the opportunity to investigate the matter first.
The Local Government Ombudsman is an independent body that investigates allegations of maladministration causing injustice to the person who has complained. The Ombudsman investigates complaints about most Council matters including housing, planning, education, social services, and council tax.
Write to:
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Text: 'call back' to 0762 480 4299
The Local Government Ombudsman has a leaflet, entitled 'Complained to the council? Still not satisfied?' detailing further information. If you would like a copy please contact the Ombudsman using the information above or you can download a copy from the Ombudsman's Website. 
