Planning Department Complaints Procedure - How to complain

Planning Department Complaints Procedure

The complaints procedure deals with complaints and commendations. Wrexham County Borough Council is committed to Customer Care. As part of our effort to provide efficient and effective services we need to know when you have a problem. We would like to hear from you if

• you have any suggestions on how we can improve our services
• you have any difficult using our services
• you require any information on how we can help.

How can I complain to the Planning Department?

Stage 1

Contact the staff directly involved. This could be the person whose name appears on correspondence or their Manager. You can the comments and complaints form to do this.

Your complaint will be acknowledged within 5 working days by the relevant Manager. Your complaint should receive a full written response within 20 working days of the Planning Department receiving it. If a full response cannot be given, an interim written response will be provided within the timescale, followed by the full written response.

If you are not happy with the written response, or have not received a written response, you can take the complaint Stage 2 of the Complaints Procedure.

Stage 2

Contact the Chief Planning Officer:

Chief Planning Officer
Wrexham County Borough Council
Lambpit Street, Wrexham, LL11 1AR
Tel: 01978 292500
Fax: 01978 292502
E-mail: planning@wrexham.gov.uk

You can the comments and complaints form to do this. Your complaint will be acknowledged within 5 working days. You should receive a full written response within 20 days of the Department being in receipt of the Stage 2 complaint.

If you are still not happy with the written response, or have still not received a written response, you can take the complaint to Stage 3 of the Complaints Procedure (see the downloadble leaflet).

Stage 3

Contact the Council’s Corporate Complaints Officer:

Corporate Complaints Officer
Wrexham County Borough Council,
Guildhall , Wrexham, LL11 1WS

Tel: 01978 292201

You can use the comments and complaints form to do this. Your complaint will be acknowledged and you will be advised that the Council's Corporate Complaints Officerwill investigate the complaint further.

You should receive a full written response from the Corporate Complaints Officer within 10 days of him/her being in receipt of the Stage 3 Complaint.

We will do our best to give you a satisfactory outcome to your complaints or comments. However, if having followed the complaints procedure, you are still not satisfied you can complain directly to:

The Local Government Ombudsman
1 Ffordd yr Hen Gae
Pencoed CF35 5LJ

Tel: 01656 641150
Fax: 01656 641199

Planning Department Comments and Complaint Form

Download a copy of the Planning Department Comments and Complaint Form is available to download in the following format:

Planning Department Comments and Complaint Form - PDF Version 526Kb

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