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​​​​Complaints, Compliments and Comments

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Here to help is the council’s scheme for responding to customer work requests, complaints, compliments and comments.  At Gloucester City Council we need you ​to tell us how we are doing, whether good or bad, so we can review what we do, change the way we work and strive to deliver excellent customer service.

This section covers formal complaints, comments and compliments.

You can give us your feedback in different ways.  Our Complaints process will help you to understand how we process your feedback. 

  • You can complete an on-line form
  • You can email us at: heretohelp@gloucester.gov.uk 
  • You can download our Comment / Complaint Form  (PDF format), complete it and send it back to us. 
  • You can write to Complaints at Gloucester City Council, Herbert Warehouse, The Docks, Gloucester, GL1 2EQ
  • You can ring us on 01452 396396

What happens once I have made a complaint?

We will do our best to resolve your complaint about a council service to your satisfaction.  We will do this by following the council’s complaints procedure.

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The following documents provide more information about our Here to Help complaints process and how we deal with unreasonable and vexatious customers.

Behaviour of complainants

In a minority of cases some complainants pursue their cases in a way that can impede the investigation of their complaint or have significant resource issues for the Council. We do not expect Council staff to waste time on dealing with unreasonable complainants. Nor do we expect staff to tolerate threatening or abusive behaviour by complainants and we will take action to protect staff from such behaviour. The Council has a separate policy for dealing with "unreasonable behaviour"​.

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