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We make every effort to provide you with an excellent service at all times, but sometimes things can go wrong. If this has happened to you, and despite contacting the relevant department to complain, you are still unhappy, the next stage is the official complaints procedure.

Official complaints procedure

The official complaint procedure will be undertaken if you have already complained directly to the relevant department but remain unhappy about:

  • the way we have responded to your original complaint
  • the attitude or behaviour of our staff
  • our continued failure to meet our standards of performance
  • the way you feel you have been treated unfairly


If you are unsure whether your problem justifies an 'official complaint' and would like some advice on the matter, then please contact the complaints assistant on Tel: (023) 92 545651 .

Please note that we cannot investigate your complaint if you contact us in the first instance more than 12 months after your concern has arisen, unless in exceptional circumstances or if you have, or had, a right to appeal or take legal action or respond to legal proceeding brought by the Council, this might be;

·                       a Magistrates Court in respect of a Licensing decision

·                       a tribunal (such as Housing Benefit Appeals Service) 

·                       a Government Minister (such as a planning appeal)

·                       the Courts

An official complaint starts with stage 1. However, if at any stage of the process you are not happy with the decision made, we respect your right to take the matter further.


Stage 1

Please contact the complaints manager who will refer your complaint to the relevant manager for investigation. This can be done by writing to the: Complaints Manager, Gosport Borough Council, Town Hall, High Street, Gosport PO12 1EB, by e-mailing complaints@gosport.gov.uk  or in person at the Town Hall (by appointment). You will receive a response as soon as possible (but within 10 working days of receipt of your complaint) when the council will attempt to resolve the matter to your satisfaction. However, if you are unhappy with the response you should progress to stage 2.


Formal complaints online form


Stage 2
This is an Independent Review conducted by an impartial manager. Again, this is started by contacting the complaints manager (as above). The decision of the review will be sent to you by letter, e-mail or phone (whichever you have requested) within 20 working days. If you are still unhappy with the outcome, you should proceed to stage 3.


Stage 3
This stage is where your complaint is reviewed by the Chief Executive's Office.  It will help the review if you explain why you are not satisfied and what you expect from the review.  The Chief Executive's Office will reply within 20 working days and will let you know if there are any delays


We always aim to help, and hope to sort your problem quickly. However, if after the third and final stage you still feel unhappy you may wish to contact the Local Government Ombudsman, an independent organisation set up to investigate serious complaints against councils. The ombudsman only usually investigates complaints after the council has been given the opportunity to investigate the complaint themselves.


A free copy of the ombudsman's leaflet is available from the Town Hall or most libraries. You can also write to the Local Government Ombudsman, PO Box 4771, Coventry. CV4 0EH, Tel: 0845 602 1983 or 024 7682 1960 or check out the website at www.lgo.org.uk.


Councillor complaint
If your complaint is about the conduct of a Gosport Borough Councillor then you should contact the:- Monitoring Officer, Gosport Borough Council, Town Hall, High Street, Gosport, by letter, by email to michael.lawther@gosport.gov.uk or by calling (023) 9254 5400.


Should you have any queries, please contact:


Gosport Borough Council

Town Hall
High Street
PO12 1EB

Telelphone number 023 9254 5400

Website: www.gosport.gov.uk/complaints

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