Information Leaflet #2: Making a Complaint
November 2006

How to make a complaint

A complaint can be verbal or written, formal or informal.

Informal stage

Often staff in the relevant local planning office can deal with most complaints informally and quickly either in person or by telephone.

We will aim to respond to informal verbal complaints within 3 working days.

Formal Stage 1

You can put your complaint in writing to the person you have been dealing with.

Formal Stage 2

If you are not satisfied following the stage 1 response you can write to the Divisional Planning Manager.

Formal Stage 3

If you remain unhappy following the stage 2 response you can write to the Chief Executive of the Planning Service.

In all three formal stages we will:

• acknowledge your complaint within 3 working days of receipt, and
• aim to provide a full reply within 15 working days. If there is going to be a delay we will let you know the reason and when you may expect to receive a reply.

Planning Service contacts can be found on the Key Contacts page.

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