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Complaints procedure

The quickest way to tell us when we get things wrong is to complete either our complaints form, our comments form or our compliments form.

Your complaint will be logged centrally and the information will then be sent to the right department. The appropriate complaints officers will then deal with your complaint in line with the appropriate procedure.

However, please ensure that you select the correct business area to notify, otherwise there will be a delay allocating your complaint to the correct complaints officer.

Details of which business areas provide the various council services is available on our who should I contact webpage.

Salford City Council has a Two Stage Corporate Complaint Procedure. We will always strive to deal with your complaint quickly at Stage One. However, if it is clear the matter will need a more detailed investigation, we will tell you and keep you updated on our progress.

Comments, compliments and complaints about adult and children's social care

We need to know what you think about our services so that we can improve them. You may have a concern or a complaint about a service or you may have a comment or compliment to make. We want to hear from you whatever you have to say.

Complaints procedure

Customers register complaint, comment or compliment, by:

Stage one

  • We will try to acknowledge your complaint within five working days of the complaint being received.
  • We aim to respond to your complaint within ten working days of the complaint being acknowledged. If we are unable to do this we will explain the reason for the delay and keep you updated on progress.
  • If you are not satisfied with our response at stage one, you can ask us to consider your complaint at stage two.

Stage two

  • We will look at your complaint at stage two if you are not satisfied with the response you have received at stage one. Stage two is the council’s final response.
  • We will try to acknowledge your request to move to stage two within five working days of the escalation request being received.
  • We aim to respond to your stage two complaint within 20 working days of the complaint being acknowledged. If we are unable to do this we will explain the reason for the delay and keep you updated on progress.
  • If you are not satisfied with our response at stage two, we will advise you of your right to contact the Local Government and Social Care Ombudsman.

Local Government Ombudsman 

  • For advice or help with making a complaint you may call the Local Government Ombudsman on 0300 061 0614.
  • Alternatively, you can write to: The Local Government Ombudsman PO Box 4771, Coventry CV4 0EH.

Website complaints

If you have any comments or complaints about our website only, please email webmaster@salford.gov.uk.

This page was last updated on 10 January 2025

Complaints

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