Make a complaint
There are various ways to make a complaint. No matter how you get in touch with us we will deal with your complaint in the same way.
Complain online
Our preferred way is for you to fill out our online form.
Complain by email, telephone or post
Email: comments@newark-sherwooddc.gov.uk
Telephone: 01636 650 000
Newark and Sherwood District Council
Castle House
Great North Road
Newark
Notts
NG24 1BY
How to write a complaint
We have put together some guidance on what to include in your complaint.
Make a complaint in-person
You can make a complaint in-person, or via someone working on your behalf by visiting us at the address below.
Complaints process
There are two stages to the handling of a complaint.
Stage 1
When submitting a complaint, you will receive notification by either an automated email or letter informing you that the officer who is investigating your complaint will contact you within 5 working days.
Within these 5 working days, the investigating officer will issue an acknowledgement email or letter which will include the details of the complaint and the outcome requested. This is known as the “complaint definition”.
The officer will conduct a thorough investigation of your complaint and provide a response directly to complainant within 10 working days, from the date when the 5-day acknowledgement was issued.
Where it is not possible to respond within these times, we will contact you and advise you of an estimated date of response, which will not exceed a further 10 working days without good reason.
Stage 2
If you are not happy with your Stage 1 response, you can request it progresses to Stage 2.
To find out more about what to do if you are unhappy with our initial response, visit: If you are unhappy with how we respond to your complaint.
Reasonable adjustments
When handling comments we will review them against our reasonable adjustment policy, which outlines what a reasonable adjustment is and how we will action these requests when received. This is to ensure we are compliant with Equality and Diversity legislation and regulations.
Unacceptable behaviour
We are committed to dealing with all complaints fairly and impartially and provide a high quality service to those who make them.
However we will not tolerate unacceptable behaviour. For example, that which is abusive, offensive or threatening and we will take action to protect our staff from such behaviour.
Customer Services
- customerservices@newark-sherwooddc.gov.uk
- 01636 650 000
Office hours
Newark and Sherwood District Council
Newark and Sherwood District Council
Castle House
Great North Road
Nottinghamshire
Newark
NG24 1BY
United Kingdom