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You can make complaint in a number of ways. Before you submit a general complaint, please make sure that you have read the information about types of complaint we cannot look at to make sure that you are directing your concerns to the right place and to find out if the issue you are raising is eligible for the corporate complaints procedure.

Please do not email or use the online form for the following matters:

Highways:

  • First-time notification of a defect.
  • A request for an update on the progress of a defect that has previously been reported.
  • Notification that the condition of a previously reported defect has deteriorated.
  • Defects that have not been repaired but have been categorised and the associated timescale for repair has not been exceeded.
  • Disagreement with the categorisation of a defect following inspection.
  • Requests to re-open a closed report.

The above issues are not complaints and will not be dealt with under the Corporate Complaints Procedure. You will need to refer these matters to Report It .

Claim for damages:

Please refer to the claims webpages

Information or comments about the A521:

Please refer to the roadworks webpages

To raise a parking concern:

Please refer to the parking and enforcement pages

Important information about general complaints

The use of the word ‘complaint’ does not automatically mean that someone expressing concern enters the complaints process. We will assess the nature of the concerns raised and will allocate the feedback or complaint in accordance with eligibility. If we have a specific process to deal with the issue, or where an appeal or legal procedure exists, then the complaint will be directed to the appropriate process and will not be dealt with under the Corporate Complaints Procedure. 

Suggestions for improvement, general dissatisfaction with a council decision that has been made in line with policy or that is in respect of a council action or lack of action that is a community issue rather than affecting an individual will not generally be addressed under the complaints procedure and will instead be logged as a comment or representation and passed to the service it relates to.

The easiest way to make a complaint is to complete the online form:

  

Make a general complaint

You can register a concern about a council service.
  

Make a complaint about social care

Register a concern about a service for adult or children's social care.
  

Freedom of informaiton complaints

Our Access Team can help with any complaints about freedom of information requests.

You can also send an email and attach additional information to support your complaint such as photographs or documents to the following email address:

complaintsandcustomerfeedback@staffordshire.gov.uk

You can contact us by telephone:

0300 111 8004 (Adults and Children’s Social Care complaints)

0300 111 8000 for other matters

Mini-com users: 01785 276207

You can also write to us at:

Complaints Team
Staffordshire Place 2
Stafford ST16
2DH

You can also get in touch with our customer services contact centre.

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