Making a complaint

We realise that you may not always be happy with the service you have received. This could be because: You should not use the complaints procedure to:

The formal complaints procedure has two stages:

Stage 1 - If you are dissatisfied with a service we have provided, we would ask that you contact the relevant department to discuss your concerns so that we can put things right as soon as possible (frontline resolution). We would usually expect to deal with your complaint within 5 working days or sooner if this is possible.

If it is not been possible and further investigation is required to resolve your complaint; ,it will be referred to the relevant service manager or nominated officer who will acknowledge your complaint in writing within 5 working days and will then aim to fully investigate your complaint and provide a reply in full within 10 working days, outlining what decision we have come to and why we have made that decision.

Sometimes if the complaint is complex it may take longer and if this is the case we will keep you informed on the progress of your complaint. If you are still not satisfied with our response, you can write to ask for the decision to be reviewed by a Service Director.

Stage 2 - the Service Director will acknowledge receipt of your complaint within 5 working days and will aim to provide a reply in full within 15 working days where possible. Again if the review takes longer you will be kept informed of progress.

The Service Director when replying to you will advise you what to do next if you remain dissatisfied. This will depend upon the service your complaint is about. Most complaints the Council receive will be dealt with further by the Local Government Ombudsman, however as a social housing provider, certain complaints will be dealt with by the Housing Ombudsman.

You should be aware that the Ombudsman will not normally consider your complaint unless we have first had the opportunity to resolve the matter.

If you wish to proceed with your complaint formally, please complete the form below and either submit it online or print it out and return it to

Mansfield District Council,
Civic Centre,
Chesterfield Road South,
Mansfield, NG19 7BH
or return it in the prepaid envelop if you have been provided with one. We will then investigate your complaint and respond to you accordingly.

Privacy Statement - Council Complaints Process

Your personal information will be held securely by Mansfield District Council and processed in accordance with the Data Protection Act 1998.

You should be aware that:

Please print and retain this page for your information

About your complaint The name and address fields below are required - anonymous complaints will not be dealt with. We only use this information for processing the complaint.
  • By letter
  • By email
  • By telephone
  • Other
  • Signature & Declaration: By signing or submitting this form:
    1. I am confirming that I have read and understood the privacy statement; and
    2. I consent to my information being shared where necessary to investigating & progress this complaint
About you

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Data protection

The information you supply will be used to enable this request or notification to be carried out and will be handled in accordance with the Data Protection Act 1998. For more information please see our privacy notice.