If you're unhappy with any aspect of our service, please contact the relevant department and tell them about your concerns. 

If you're still not satisfied with the service that you've received or the explanation given, fill in our complaints form and we'll do our best to investigate your concerns.

Make a complaint

Alternatively, you can:

How to do I make comments, compliments and suggestions?

If you have comments, compliments or suggestions about our services, please let us know by filling in our online form. 

Make a comment, compliment or suggestion

What happens after my complaint is submitted?

  • written complaints will be acknowledged within 5 working days
  • emailed complaints to CCCGroup@bolton.gov.uk will be acknowledged within 24 hours
  • we will aim to give you a full response within 20 working days

How can I appeal?

If you're unhappy after our response to your complaint, you can:appeal within 28 days to the Chief Executive.  This can be done by email to complaint.appeal@bolton.gov.uk, or by writing to:

Complaint Appeal
Legal Services
Room 120
Town Hall

Local Government and Social Care Ombudsman

If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint. The service is free, independent and impartial, however there are some matters where they cannot or will not investigate.  In these cases they will clearly explain their reasonings for this.

The Ombudsman has issued a Complaint Handling Code which sets out advice and guidance for councils on how to handle complaints. You can find more information about this on the Ombudsman’s website

(Complaint Handling Code - Local Government and Social Care Ombudsman).  Telephone: 0300 061 0614.

You can also download a version of this wording in Easy Read (pictures and words) format.

The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.

The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway.