Customer feedback

Compliments, complaints and comments

Nuneaton and Bedworth Borough Council is committed to putting local people and their needs at the heart of what it does. We want to ensure that people have a positive and trouble-free experience with us in all transactions and interactions. However, sometimes things go wrong. When things go wrong, we encourage people to speak up, so that we can make things right.

How can we help

We understand that sometimes things go wrong or that you might be unhappy about something.

If something isn’t working, needs fixing, or needs to be done, please tell us. In most cases we can quickly put things right through our normal service delivery processes.

You don’t need to raise a complaint to get it sorted - the quickest and easiest way is to use one of our online forms to tell us about things like:

Our service forms contain a full list of everything you can report using our online forms, which will immediately route your enquiry, feedback or concerns to the correct service area and help with faster resolution. Most problems are resolved this way.

Are you unhappy with a decision we've made

For some matters there are set appeals or review processes which you should use if you think we've got something wrong. These sit outside of the comments, compliments, or complaints process and include:

  • Appeals regarding homelessness decisions and housing application assessments
  • Parking appeals / Penalty Charge Notice (PCN) challenges
  • Council Tax Support or Housing Benefit decisions
  • Council Tax appeals
  • Planning decisions, including consent, refusals and enforcement decisions
  • Regulatory matters, such as Alcohol licensing appeals, Street collection licences, Skip permits, or Pavement licence refusals 
  • Appeals against statutory notices such as Noise abatement or Environmental Health notices
  • Outcomes of Insurance claims (decisions on outcomes are made by the Council’s insurer, not the Council)

Let us know if you feel that we have done something wrong, or if we have not done something we should have done. Examples include:

  • Council employee has been unhelpful or unpleasant towards you
  • something has not been done in good time, or at all
  • normal rules or policies have not been followed
  • relevant things have not been properly taken into account
  • you have not been told your rights
  • you have suffered from malice, bias or discrimination

How to make a comment, compliment, or complaint

We want to hear from you if you want to:

  • suggest how we may improve our services (a comment)
  • let us know that we have done something well (a compliment)
  • tell us if you feel we have done something wrong, or not done something we should have done (a complaint) 

Make a comment, compliment or complaint

Other ways to complain to us

  • Email: customer.services@nuneatonandbedworth.gov.uk
  • Phone: 024 7637 6376
  • Typetalk: 0800 515 152
  • Write: Nuneaton and Bedworth Borough Council, Town Hall, Coton Road, Nuneaton, CV11 5AA
  • In person at the Town Hall by pre-booking an appointment (the Town Hall is open from 10:00am until 2:00pm for pre-booked appointments only)
  • Through your local councillor, solicitor, nominated friend, or relative