On this page: How to make a complaint, compliment or comment about council services.
We genuinely believe that your views are important, and we need you to tell us when a service is failing or something is not right. We will do our best to put things right and prevent them happening again.
Equally, we would like to hear from you about services that are delivered well.
Making a Complaint, Compliment or Comment
Please note: For complaints about Adult Social Care and services for children and young families, there are separate procedures - please see Adult Social Care and Services for Children and Young Families below.
All other general complaints are investigated and processed in line with the Council's Customer Feedback Policy. The process is in three stages:
Stage 1 - Local Resolution
Initially, you should complain directly to the people who are responsible for the service(s) you are not satisfied with, either in person, by phone, in writing or by e-mail.
You can also complain to our Customer Services Team at Swindon Direct by completing the online form:
Customer Services Online Feedback Form
Stage 2 - Referral to Service Area Director
If you are not happy with the response you receive, you can ask to have the matter investigated by the director responsible for the service concerned.
Again, you can register your complaint by completing our Customer Services Online Feedback Form.
You can also do this in person, by phone, in writing or by e-mail.
Stage 3 - Referral to the Chief Executive
If you have been through stages 1 and 2 (above) and are still not satisfied, you can appeal in writing to:
The Chief Executive
Swindon Borough Council
Civic Offices
Euclid Street
Swindon
SN1 2JH
Taking a Complaint Further
If, having exhausted the routes of appeal within our customer complaints handling procedures you are still not satisfied with our response, you may contact the Local Government Ombudsman for an independent review of your complaint.
Adult Social Care and Services for Children and Young Families
Complaints specifically about these services are handled slightly differently (because of their importance and the need for confidentiality) - please see:
Please Send Us Your Suggestions
Are you full of good ideas, if so, would you like to share them with Swindon Borough Council? We genuinely want to hear constructive ways in which we can improve our services and the best people to ask are those who use them.
You can make a suggestion on line by completing the Customer Services Online Feedback Form.
If you prefer, you can submit a suggestion in writing when you are visiting any of our sites. Suggestion boxes have been installed in leisure centres, libraries and museums, as well as many of the Council's main reception areas.
You can also hand complaints to any member of staff at Customer Services.