Complaints · UK · Council services
How to complain about a council (England)
Use your council's complaints procedure and go through every stage it offers. If you are still unhappy, take it to the Local Government and Social Care Ombudsman, which is free. The law gives you 12 months from when you first knew about the problem, though the Ombudsman can accept a late complaint for good reason. Complaints about the council as your landlord go to the Housing Ombudsman.
Complaint routes and time limits checked against official sources on .
First
Complain to the council
in writing
Wait
See below
or a final response
Then
Local Government and Social Care …
free
Checked
27 Sep 2026
official sources
1. Complain to the council first
Use the council's own complaints procedure (on its website) and go through every stage it offers. Include: the service and department involved; what happened, with dates; the council's reference numbers; how it affected you; what you want: an apology, a decision looked at again, or money put right.
2. How long to wait
The Ombudsman usually needs the council's final reply after all its stages. There is no single national deadline for councils to reply, so check the timescales in its complaints policy.
3. Escalate to Local Government and Social Care Ombudsman
Within 12 months of when you first knew about the problem. The Ombudsman can accept later complaints for good reason. It is free. It can: investigates and recommends how the council puts things right. lgo.org.uk/how-to-complain
Where to escalate and the time limits
Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.
| Who | Time limit | Cost |
|---|---|---|
| Local Government and Social Care Ombudsman | Within 12 months of when you first knew about the problem. The Ombudsman can accept later complaints for good reason. | Free |
Evidence to keep
Letters and emails from the council. The council's stage 1 and final replies. Photos and dates if it is about a physical problem. Notes of calls and meetings.
Also worth knowing
Complaints about the council as your landlord go to the Housing Ombudsman instead.
Guides and definitions
- Section 75 or chargeback: which should you use to get your money back? (Guide)
- Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
- Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
- Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
- Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)
Complaints about something else
- Energy (gas and electricity) (UK)
- Broadband, landline and pay TV (UK)
- Mobile phone (UK)
- Bank, credit card or loan (UK)
- Insurance (UK)
- Pensions (UK)
- Investments or financial advice (UK)
- Flights and airlines (UK)
- Trains (UK)
- Parcels and post (UK)
- Online shopping or a shop (UK)
- Housing association or council housing (UK)
- Private landlord or letting agent (England) (UK)
- NHS in England (UK)
- Water (England and Wales) (UK)
All complaint guides · Get your route with dates and a letter
Common questions
Do I have to complain to the council first?
Yes. The Ombudsman cannot look at your complaint until the council has had a chance to resolve it, and you usually need to finish all stages of its complaints process. Keep the council's final reply, because the Ombudsman will ask for it.
What is the time limit for complaining to the Local Government Ombudsman?
12 months from the day you first knew about the matter, under section 26B of the Local Government Act 1974. The Ombudsman can accept a later complaint if there are good reasons, so explain any delay.
Is the Local Government and Social Care Ombudsman free?
Yes, the service is free. It investigates complaints about councils and adult social care providers and can recommend how the council puts things right. You do not need a solicitor to use it.
Who do I complain to about my council landlord?
The Housing Ombudsman, not the Local Government Ombudsman. Council tenants use the council's housing complaints process at stage 1 and stage 2, then have 12 months from the stage 2 response to go to the Housing Ombudsman.
What should I put in a complaint to the council?
Name the service and department, set out what happened with dates, quote any reference numbers, explain how it affected you and say what you want: an apology, a decision looked at again or money put right. Keep copies of every letter.
Sources and assumptions
- General routes from official sources; a scheme may ask for more before it takes your case.
- Local Government and Social Care Ombudsman: How to complain
- legislation.gov.uk: Local Government Act 1974, section 26B
Guidance on where to complain, not legal advice.