We are committed to continuously improving our services, and your feedback plays a vital role in helping us achieve that.
We’d love to hear from you if:
- You have suggestions on how the Council can improve its work
- You want to share positive feedback about something we’ve done well
- You need to report an issue or make a complaint
For specific concerns, such as Council Tax reviews, missed bin collections, or other environmental matters, you can use our direct reporting service.
How to get in touch to give formal feedback
By email to: complaints@rossendalebc.gov.uk
In writing: Corporate Support Team, Rossendale Borough Council, Futures Park, Bacup, Rossendale, OL13 0BB.
Rossendale Borough Council is committed to encouraging equality, diversity, and inclusion to eliminate unlawful discrimination. To support this, other formats can be made available upon request. Please email peopleandpolicy@rossendalebc.gov.uk.
We aim to:
- Write to you within 24 hours to tell you that your complaint/feedback is being dealt with.
- Send you a full reply within a further 10 working days, or keep you informed of the progress of your complaint/feedback should it take longer than 2 weeks to resolve. This is stage 1 of the process.
- Provide you with a right to have your case reviewed by a senior manager if you are dissatisfied with the reply you receive or the action taken. This is stage 2 of the process.
Complaints procedure
View the full complaints procedure in this section to find out more about how we will deal with your complaint.
Complaints to the Local Government Ombudsman
If you have been through all stages of our complaints process, you can ask the Local Government and Social Care Ombudsman to consider your complaint.
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.
The Ombudsman handles complaints impartially and fairly, without taking sides. This service is provided free of charge. Before reaching out to the Ombudsman, you are expected to give us an opportunity to address your complaint.
Making a complaint about a councillor
We have our own procedure for handling complaints against councillors. Details on the code of conduct, which councillors must abide by, and how to make a complaint can be found in the making a complaint about a councillor section.