Customer services and complaints

Complaints procedure

You can report or contact us about any issues by using our general contact form.

If you wish to make a formal complaint the following will apply

Stage 1

Upon receipt of your complaint, we will send you an automated acknowledgement.
We try to provide a full response to your complaint within 10 working days. If for any reason we need more time to investigate your complaint, we will let you know.
If you do not respond we will consider that you have been satisfied with the response you have received.

Stage 2

If you are not satisfied with our response, you should contact us explaining why.
We will escalate your complaint to Stage 2 of our complaints process and will arrange a full review.
We will send a final written response detailing our findings within 10 working days. Should a full response not be possible within this timescale, we will inform you.

Find more information on our Customer Feedback leaflet.

You can find advice and guidance on our feedback procedure on our Customer Feedback Procedure leaflet.

Already complained to the council?

In line with government guidance, the Local Government and Social Care Ombudsman is not currently accepting new complaints. They will accept complaints again when the situation improves and government guidance changes. You can find the most up-to-date information at or by listening to the recorded message on 0300 061 0614

Complaining about a councillor?

These complaints must be directed to the Council's Monitoring Officer. To register a complaint about a councillor contact:

The Monitoring Officer
Hambleton District Council
Civic Centre
Stone Cross
Rotary Way

The complaint may be referred to the Standards Hearings Panel.

Full details are in the Member Code of Conduct Allegations Procedure.