A Three-stage Process

Our complaints handling procedure is in three stages:

Stage 1 - Local Resolution

Initially, you should complain directly to the people who are responsible for the service(s) you are not satisfied with, either in person, by phone, in writing or by e-mail. Alternatively you can contact the Customer Services Team at Swindon Direct by completing an online feedback form.

Stage 2 - Referral to Service Area Director

If you are not happy with the response you receive, you can ask to have the matter investigated by the director responsible for the service concerned. You can request this in person, by phone, in writing or by e-mail. Alternatively you can contact Customer Services by completing an online feedback form

Stage 3 - Referral to the Chief Executive

If you have been through stages 1 and 2 (above) and are still not satisfied, you can appeal in writing to:

The Chief Executive
Swindon Borough Council
Civic Offices
Euclid Street
Swindon
SN1 2JH

Printed Leaflet

Our complaints handling procedure is explained in a printed leaflet, which is available as a downloadable PDF file:

Complaints, Compliments and Comments (348Kb)

If You Need Help Writing

If you need help with writing the letter, please telephone the Customer Services Team at Swindon Direct on 01793 445500.