OPDC complaints

There are three main stages to the corporate complaints process. We aim to deal with all complaints at stage one. If you are unhappy with our first response, you can then escalate your complaint to the second stage.

We aim to respond to all written communication as quickly as possible and within 20 working days. Visit our Contact Us page for all the ways to get in touch.

Stage 1

Once you have contacted us outlining the problem, we will contact the relevant member of staff or their manager who will investigate the complaint, deal with it where possible and ensure measures are taken to prevent a similar problem occurring in the future. We will then inform you of the outcomes of any actions taken following your complaint or give you guidance on how to progress your complaint if it is outside our control.

Stage 2

If you are unhappy with the response you received at stage one, you can escalate your complaint to the next stage of the complaints procedure. At stage two, your complaint will be referred to a more senior member of staff. A Director or senior manager will investigate the matter further.

Stage 3

If you are still not happy with the response you have received, you can contact us again stating clearly that you wish to escalate your complaint to stage three. At this stage, your complaint will be dealt with by the Corporation's most senior member of staff, the Chief Executive Officer, or a person nominated by him/her. We will aim to respond within 20 working days.

If at the end of stage three you are still not satisfied with our response, you can contact the Local Government Ombudsman (LGO) online or telephone 0300 061 0614. The Ombudsman is a free, independent service which investigates complaints.