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General complaints about the council

We do all we can to ensure things run smoothly. But equally we recognise the importance of responding quickly when things don’t go to plan. Complaints are a valuable form of feedback - and help us to make sure we get things right next time round. Our corporate complaints policy and procedure provides further information.

If you would like to make a complaint about any council service you can do so in a number of ways:

  • Complete an online complaints form
  • Pick-up and complete a complaints form at your local library or Council reception
  • Telephone the Council Contact Centre on 01744 676789
  • Visit the Council Contact Centre in person
  • Write to: St.Helens Council Contact Centre, Wesley House, Corporation Street St.Helens WA10 1HF


How we will deal with general complaints

  • All complaints will be logged and allocated to a Manager to investigate and feedback to you.
  • We will provide you with a response within 10 working days (or 15 working days at Stage Two or Three of our complaints procedure)
  • If we can't respond in full within this timescale, we will tell you why not, and advise you of when we will be in a position to do so.
  • We will tell you how to progress your complaint if you are not happy with how we have handled your complaint.

For more information please download our Corporate Complaints Policy