Let us know if we’ve done a good job or if we could do better. Your feedback helps us improve our services.
We aim to provide high quality services for over 190,000 residents and millions of visitors. Sometimes things can go wrong, and we want to hear from you so we can put them right.
Before making a complaint
If you have a concern, please get in touch and give us the opportunity to fix your problem before you make a formal complaint. This is often the quickest way to have your issue dealt with.
You can report a number of issues online by visiting our report it page or if we’ve missed one of your bins, you can report a missed bin. Alternatively, you may find the help and advice you need on our contact us page.
What is a complaint?
A complaint is an expression of dissatisfaction, about the standard of service, actions or lack of action by the council, its staff, or agents, affecting an individual or group of individuals.
What is not a complaint?
We have a two-stage procedure for making a complaint about a council service.
When we receive your complaint, we promise to fully investigate and respond to you within 10 working days. Most issues are resolved at this stage.
When making your complaint please tell us as much as you can about your problem, including:
Please also include your contact details and let us know how you would like us to contact you.
Or phone us on 01256 844844, Monday to Friday 8.30am to 4.30pm
Write to us at Civic Offices, London Road, Basingstoke RG21 4AH
If you are not happy with our response, you can ask the head of the service to investigate. They will respond to your complaint within 10 working days.
When we sent our first response, we should have provided details of the person you need to contact. If you do not have these details, you can contact us.
If you are not satisfied with the outcome following this process you can ask the Local Government and Social Care Ombudsman to review your complaint. This is an independent service and free of charge.
Visit the Local Government and Social Care Ombudsman website
Telephone: 0300 061 0614
Opening hours: Monday to Friday 10am to 4pm (except public holidays)
There are other issues specific to services we provide, that may require action to address. These are handled by specific teams and include:
If you feel that a Basingstoke and Deane Borough Council councillor, or a councillor of any town and parish council within the borough has failed to comply with the appropriate Code of Conduct, please read the guidance notes and complete the councillor complaint form.
Before reporting a missed bin collection, have you checked your bin collection date and was your bin placed on the edge of your property by 7am on your collection day? If you still feel your bin was missed, please report it using our missed bin online form.
We will investigate if you buy food from a shop or have a meal at a restaurant and it contains something it shouldn't, for example a hair or a piece of plastic or if you are concerned about hygiene standards in a food business. Find out how to complain about a food business.
We have powers to deal with statutory noise nuisances. To enable us to act, the noise must be coming from private land or property, or be generated by vehicles, machinery or equipment in the street. Find out how to make a noise complaint.
The correct hedge can be an ideal garden boundary and helps to bring new wildlife in to your garden. The wrong hedge can cause problems such as subsidence and loss of light. We will only get involved after you have tried to find a solution, evidence of this will need to be in your application. Find out more on issues with high hedges.
We investigate complaints about licensed services as part of our public safety and animal welfare role. Some complaints will lead to formal action being taken by the council in the courts. You must be prepared to give evidence in court to support an investigation if it leads to formal action. Find out how to make a complaint about a licensed service.
If you believe there has been an impact on public safety or a breach of the licensing requirements, we will investigate a taxi or private hire driver, vehicle or operator. Comment about hackney carriage and private hire services.
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