Complaints

If you’re not happy about our services, it’s quicker and easier to sort things out by talking to us or reporting a problem first.

If you’ve done this already, and are still not happy, you can ask us to look into it and give you a written response. 

The quickest way to do this is online.

You will need to register or sign into your MyAccount:

Start your complaint

You'll have the option to upload photographs or documents to support your complaint. 

There are some types of complaint that you can't report this way:

• adult social care
• children's social care
• councillors (elected members)
• schools or education

Help to complete the form

If you're unable to complete the form online, you can:

• go to a Walsall Connected hub, where we'll support you to submit a complaint
• phone us
• write to us

Protecting your information

Any data collected as part of the application will be used in accordance with data protection law and the UK GDPR. Find out more about how we process your data.

What happens after you've submitted a complaint

Stage 1 

• We'll send an email or SMS text to let you know we've received your complaint.
• Once received, your complaint will be logged within 5 working days. We'll make sure it goes to the right service so they can take action.
• Your complaint will be investigated.
• A full response will be sent to you within 10 working days of confirmation of receipt. If we need more time, we'll let you know.

Stage 2

• If you're unhappy with our response, you can contact us via your MyAccount or by phone, to explain why you feel our response is incorrect.
• Your stage 2 complaint will be acknowledged and logged within 5 working days.
• A senior officer will review the complaint and make sure the initial investigation was carried out properly.
• A full response will be sent to you within 20 working days.

If you're unhappy with the outcome

After following our procedure, if you are still unhappy, you may want to take your complaint further. You can ask the Local Government Ombudsman to consider your complaint.

There's further guidance for building control complaints in the building control complaints policy.