What outcome are you looking for?  (For 
If you have made a complaint and we are unable 
example, what would be the best way for the 
to resolve it straightaway we will investigate; 
Council to resolve your complaint). 
within one working day we will pass your 
 
complaint to an investigating officer.  We aim to 
 
 
sort out all complaints within 20 working days.  If 
it takes longer we will contact you every 10 days 
 
to let you know what is happening. 
 
 
If you are still not happy about the result you can 
 
take your complaint to the  Local Government 
Ombudsman.  You must normally take your 
 
complaint to the LGO within twelve months of 
you becoming aware of the problem.   
 
The contact details are: 
 
CUSTOMER 
Local Government Ombudsman, 
10th Floor, Millbank Tower, 
GUIDE  
 
Millbank 
Do you need any assistance from the Council to 
London 
pursue this complaint?  (For example, an 
SW1P 4QP 
TO MAKING  
interpreter, documents provided in Braille). 
Tel:   020 7217 4620 
Fax:  020 7217 4621 
Please give details below: 
A COMPLAINT,  
Email:  [email address] 
 
Website:  www.lgo.org.uk   
A COMPLIMENT 
 
Contacting the Council   
9.00 am â€“ 4.30 pm  
OR  
except Thursday 9.30 am â€“ 6.00 pm 
Marina Customer Services Centre, The Marina, 
A COMMENT 
Lowestoft, Suffolk  NR32 1HH 
What Happens Next 
Tel: 01502 562111 
 
 
Send this form to the Town Hall, marked for the 
Local Offices   
 
attention of the Customer Services Manager, by 
9.00 am â€“ 4.30 pm   
one of the following methods: 
 
 
(Closed 1.00 â€“ 2.00 pm) 
Post 
Town Hall, High Street,  
London Road, Halesworth, Suffolk  IP9 8LW 
Lowestoft, Suffolk   NR32 1HS 
Tel   (01986) 873162 
Broad Street, Bungay, Suffolk  NR35 1EE 
Fax 
(01502) 589327 
 
Tel   (01986) 892176 
E-mail 
[email address] 
Market Street, Beccles, Suffolk  NR34 9QD 
 
Tel   (01502) 713113 
 
 
CG-570 

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Your Details   
____________________________________  
We believe our customers are at the heart of 
____________________________________  
This section is optional but should be filled in if 
everything we do and our Customer Service 
you wish to receive a response.  Personal 
____________________________________  
Standards reflect our wish to provide an efficient 
information will be kept confidential 
and courteous service.  If you are not happy with 
____________________________________  
 
the level of service you have received we want 
____________________________________  
you to tell us so that we can, where possible, 
Name: 
 
sort out the problem.  Alternatively if you wish to 
____________________________________  
tell us when something is working well we can 
Address: 
 
____________________________________  
share this good practice with other services. 
 
 
 
____________________________________  
We take all complaints seriously and will 
____________________________________  
investigate each one and keep you informed of 
 
 
the outcome, although there will be times when 
____________________________________  
we cannot change a decision (for example, for 
Email: 
 
____________________________________  
legal reasons).   
 
Telephone 
 
____________________________________  
What is a complaint? 
No: 
____________________________________  
Date: 
 
Reasons why you are not happy with a service 
____________________________________  
could include: 
 
 
____________________________________  
 
Complaint/Compliment/Comment 
•  We took too long to do our job or provide a 
____________________________________  
Please provide as much detail as possible as 
service 
this will enable us to either investigate a problem 
____________________________________  
• 
or to identify good service.  Continue on a 
We did not do what we said we would 
____________________________________  
separate sheet if necessary. 
 
•  You think we have not followed the correct 
Have you raised this matter 
_____________________________________ 
with your local Councillor? 
Yes/No 
procedures 
_____________________________________ 
• 
If yes, please give his/her 
We gave you the wrong information 
_____________________________________ 
name and approximate   
•  We treated you unfairly 
date. 
_____________________________________ 
 
Have you spoken to, written 
_____________________________________ 
Compliments and Comments 
to or emailed a member of 
_____________________________________ 
staff at Waveney District   
Your views are important to us and we value 
Council? 
feedback and suggestions on how we can 
_____________________________________ 
improve our services.  If you are satisfied with a 
If you know which member 
_____________________________________ 
service or with a particular member of staff let us 
of staff dealt with your 
know.  We will make sure your compliment is 
_____________________________________ 
enquiry please provide   
passed on to the right person. 
his/her name, department or 
_____________________________________ 
the letter reference 
_____________________________________ 
 

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