Complaining About Your Council: A Step-by-Step Guide
Councils make decisions that significantly affect people's lives, and they sometimes get things wrong. Whether it's a housing decision, a benefit overpayment demand, a planning issue, or a failure to provide services, you have the right to complain. This guide explains how the complaints process works, how to escalate effectively, and what remedies are available.
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A Citizens Advice appointment can take weeks. Our free assistant is available 24/7 with no appointment, giving you clear, step-by-step answers about your exact situation, what to do next, and the deadlines that matter.
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England, Scotland, Wales & Northern Ireland.
Step 1, The council's formal complaints process
Every council must have a published complaints procedure. You must normally go through this process before escalating to an Ombudsman.
Step 2, The Local Government Ombudsman (England)
In England, the Local Government and Social Care Ombudsman (LGSCO) investigates complaints about councils and social care providers. You can only go to the Ombudsman after you've been through the council's own complaints process (or if the council has unreasonably delayed responding).
- ✓The LGSCO is free, independent, and impartial
- ✓You must complain within 12 months of the event (or becoming aware of it)
- ✓The LGSCO investigates maladministration, poor administration, failure to follow procedures, unreasonable delay, failure to communicate, and injustice caused to you
- ✓If upheld, the LGSCO can recommend: an apology, a payment (usually £100 to £1,000 for distress and inconvenience, sometimes more for serious injustice), a policy change, or a specific action
- ✓Councils are legally obliged to comply with LGSCO recommendations
Scotland, the Scottish Public Services Ombudsman
In Scotland, complaints about councils (and other public bodies) go to the Scottish Public Services Ombudsman (SPSO) after you've exhausted the council's own complaints process.
- ✓Contact: spso.org.uk or 0800 377 7330
- ✓Must complain within 12 months
- ✓Investigates maladministration and service failure
Wales, the Public Services Ombudsman for Wales
In Wales, the Public Services Ombudsman for Wales (PSOW) handles complaints about Welsh local authorities.
- ✓Contact: ombudsman.wales or 0300 790 0203
- ✓Must normally complain within 12 months
- ✓Can investigate and recommend remedies
When a council acts unlawfully, judicial review
If a council makes a decision that is unlawful (not just poor administration, but outside its legal powers, procedurally unfair, or irrational), you can apply for Judicial Review in the High Court.
- ✓Judicial review challenges the legality of a decision, not just whether it was fair
- ✓Pre-action protocol requires you to write a pre-action letter first
- ✓If successful, the court can quash the decision, require a decision to be made, or declare it unlawful
- ✓Legal aid is available for judicial review if you qualify financially
Get instant help right now
A Citizens Advice appointment can take weeks. Our free assistant is available 24/7 with no appointment, giving you clear, step-by-step answers about your exact situation, what to do next, and the deadlines that matter.
Need to take action? It can draft a ready-to-send formal letter for you (optional, from £4.99).
England, Scotland, Wales & Northern Ireland.
Frequently asked questions
What is the first step in making a complaint to a council?
Start by raising your complaint formally with the council in writing, clearly explaining what went wrong, what you want them to do, and what outcome you are seeking. Most councils have a two-stage complaints process, you should follow both stages before escalating to an Ombudsman. Keep records of all correspondence with dates.
What is the Local Government and Social Care Ombudsman?
The LGSCO investigates complaints about councils in England that have not been resolved through the council's own complaints process. They are free and independent. They can order councils to apologise, take action, change their procedures, and pay compensation. Their decisions are binding on councils.
How long should a council take to respond to a complaint?
Most councils aim to acknowledge complaints within 3 working days and respond at stage 1 within 10 to 20 working days. Stage 2 responses typically take up to 20 working days. If the council takes longer without a good reason, you can escalate to the Ombudsman without waiting for the full process to complete.
Can I get compensation from my council?
Yes. If the council's actions (or failure to act) caused you financial loss, distress, or inconvenience, the Ombudsman can recommend compensation. Awards typically range from £100 to several thousand pounds depending on the impact. Councils must comply with Ombudsman recommendations, if they do not, the Ombudsman can publicise the non-compliance.
What complaints bodies cover Scotland and Wales?
In Scotland, complaints about councils go to the Scottish Public Services Ombudsman (SPSO). In Wales, complaints go to the Public Services Ombudsman for Wales (PSOW). Northern Ireland has the Northern Ireland Public Services Ombudsman. All are free, independent, and have the power to require action and recommend compensation.
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