Customer area

Complaints, Comments and Compliments Procedure

It is important that you tell us when you are not happy with our service and this gives us the opportunity to put things right and improve the service we provide you. A dedicated Customer Services team efficiently handles complaints and comments ensuring a positive outcome is achieved for all our customers. All complaints or comments are logged centrally on a dedicated complaints database by skilled employees who accurately record and monitor complaints. We welcome all compliments as they let us know when you are happy with our service.

In order to make a complaint or inform us about a compliment you can use the following options:

How to Contact Us

1. Email your complaint to building.services@kirklees.gov.uk
2. Write to:
   Customer Services Section
   Building Services
   Flint Street
   Fartown
   Huddersfield
   HD1 6LF
   
3. Telephone our Customer Services section on Freephone 0800 590993 Monday to Friday 10.00 a.m. to 4.00 p.m. or 01484 225400 Monday to Friday 8.45 a.m. to 4.45 p.m.
4. Visit the Kirklees Metropolitan Council website and go to complaints.

Our Complaint Process

Stage 1

Our staff aim to deal with your complaint as fairly and informally as possible. Many problems can be put right straight away, if this is not possible we aim to give you a response within 6 working days. If we cannot reply to you within 6 days we will tell you why and tell you when you can expect us to contact you again.

Stage 2

If you are unhappy with the way we handled your complaint tell the person you have dealt with that you wish to have the complaint looked at by the head of service.

The head of service will arrange for your complaint to be investigated and we will aim to give you a written reply within 15 working days. If we need longer to look at your complaint we will let you know.

Stage 3

If you are still unhappy about the way we have handled your complaint you can ask the council's Corporate Customer Standards Officer to review it. The Corporate Customer Standards Officer will contact you and tell you how long it will take to deal with your request. The officer will write to you after carrying out the review.

If you are still not happy after we have investigated and reviewed your complaint then you can ask the Local Government Ombudsman to look at your complaint. You should put your complaint in writing to: