Our Customer Care standards are;

  • Answer your call within 30 seconds
  • Greet you on arrival within 15 minutes
  • Reply to your letter within 20 working days
  • Acknowledge your email within one working day and reply within 20 working days.

Tell us what you think

If you are unhappy with any aspect of our service, we want you to contact the appropriate department and tell them about your concerns.  If you are still not satisfied with the service that you have received or the explanation given, your feedback allows us the opportunity to investigate any concerns that you have and provide a full explanation.

Please note adult social care complaints are dealt with separately in accordance with the Adult and Community Services policy and appropriate legislation.

Our full complaints policy on customer service is available from the downloads tab.

Make a complaint

Fill in our comments, compliments, complaints and suggestions form online

Alternatively, you can email CCCGroup@bolton.gov.uk or write to:

Customer Services
Bolton Council
Access Bolton
Town Hall Ground Floor
FREEPOST NAT 15393
Bolton, BL1 1ZZ

Timescales

Complaints to the Council should be made within a reasonable time frame of the event which caused the complaint to occur. In most cases 12 months is regarded as the appropriate limitation period.

All written complaints will be acknowledged within five working days (24 hours for emails), a full response will be provided within 20 working days but if we are unable to reply within this time , we will contact you and let you know the reason why and tell you when you can expect a full response.

Appeal

If you are not satisfied with the response, you will have the opportunity to appeal in writing within 28 calendar days to the Chief Executive.  The complaint will be reviewed by the Departmental Monitoring Officer in consultation with the Departmental Director.

The Local Government Ombudsman

The Local Government Ombudsman is an independent body whose purpose is to provide independent, impartial and prompt investigation and resolution of complaints of injustice through maladministration by Local Authorities.  Customers can contact the Ombudsman if they believe that their complaint has been handled badly or unfairly, causing someone to suffer as a result.  The Local Government Ombudsman cannot question a council’s decision but will look at the effect of the decision on the complainant to see whether it has caused any injustice.

For more information please see www.lgo.org.uk.

Customer Service Division

Town Hall

Victoria Square

Bolton

BL1 1RU

Telephone 01204 338021
Minicom: 01204 331926
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