Last reviewed March 2026 — LetterSure editorial team
Every council in the UK has a formal complaints process. Whether it is missed bin collections, potholed roads or poor planning decisions, here is how to make your complaint count.
Yes — all UK councils are required by law to have a formal complaints procedure. You have the right to complain about any service your council provides, any decision it makes that affects you, and any failure to provide a service you are entitled to.
If your council does not resolve your complaint satisfactorily, you can escalate to the Local Government and Social Care Ombudsman who can investigate and recommend remedies including financial compensation.
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Generate my council complaint letter — £6.99Bin collections and waste
Missed collections, overflowing public bins, fly-tipping not cleared.
Roads and pavements
Potholes, broken pavements, faulty street lighting, road markings.
Planning decisions
Objections to planning applications, enforcement failures, permitted development disputes.
Housing services
Council housing repairs, housing benefit administration, homelessness support.
Environmental health
Noise nuisance, pest control, food hygiene, pollution complaints.
Social care
Adult social care assessments, care packages, charging decisions.
Council tax
Billing errors, exemption refusals, incorrect banding.
Stage 1 — Informal complaint
Contact the relevant department directly by phone or online form. Many issues are resolved at this stage.
Stage 2 — Formal written complaint
If the informal approach fails, submit a formal written complaint to the council's complaints team.
Stage 3 — Review request
If you are unhappy with the response, request a review or escalation to a senior officer.
Stage 4 — Ombudsman
If the council cannot resolve your complaint, escalate to the Local Government and Social Care Ombudsman.
Your name and address
Include your full contact details and any reference numbers from previous contact.
Description of the issue
Be specific — what service failed, where, and when.
Dates and times
When did the problem start? Have you reported it before?
Impact on you
How has the council's failure affected you — health, safety, property, daily life?
Previous attempts to resolve it
Have you already contacted the council? When and what was the response?
What you want them to do
Be clear — fix the pothole, clear the fly-tip, review the decision.
A deadline
Give them 20 working days — the standard council response time — before escalating.
If your council does not respond within 20 working days or you are unhappy with their response, you can escalate to the Local Government and Social Care Ombudsman. The Ombudsman is a free, independent service that investigates complaints about councils and can recommend remedies including apologies, service improvements and financial compensation.
You must normally exhaust the council's own complaints process before the Ombudsman will investigate. Keep copies of all correspondence as evidence.
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Do I have the right to complain about my council?
Yes. All UK councils are required by law to have a formal complaints procedure. You have the right to complain about any service your council provides, any decision it makes that affects you, and any failure to provide a service you are entitled to.
How long does a council have to respond to a complaint?
Most councils aim to respond to formal complaints within 20 working days. If your council does not respond within this time or you are unhappy with their response, you can escalate to the Local Government and Social Care Ombudsman.
What can I do if my council ignores my complaint?
Escalate to the Local Government and Social Care Ombudsman — a free, independent service that investigates complaints about councils and can recommend remedies including financial compensation. You must normally exhaust the council's own complaints process first.
What services can I complain to the council about?
You can complain about bin collections, roads, planning decisions, housing services, environmental health, social care, council tax billing, and any other service your council provides.
Can the Ombudsman award me compensation from the council?
The Ombudsman can recommend that a council pays financial compensation where a service failure has caused you a financial loss or significant distress. While councils are not legally required to follow recommendations, the vast majority do.
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.