Who it is for
People making a corporate complaint about a council service, including representatives where authorised.
Council service template
Make a complaint about a council service
Collect what happened, earlier contact, the requested outcome and supporting evidence for review.
Draft brief
What this journey helps people do.
Help people explain their complaint and the outcome they would like, so the right team can review it.
The example journey
- Find the correct complaints process
- Describe what happened and any earlier contact
- Add an outcome, evidence and contact needs
- Review and receive an acknowledgement
What the team receives
A complaint record with relevant history, requested outcome and evidence references for human review.
Make it local
Configure it with your service team.
Agree the local rules, ownership and next steps before the service is published.
Local configuration
- Corporate complaints policy and stages
- Separate statutory complaint and appeal routes
- Representative checks and escalation handling
- Reviewer, acknowledgement and response wording
Operational handoff
- A monitored complaints team
- Service-owner review of procedure and signposting
National and local differences
Corporate complaints, statutory complaints and appeals must follow their applicable procedures. A receipt acknowledges the complaint; it does not promise resolution.
Scope and readiness
An example to adapt with your council.
The nations and authority types below indicate potential fit for adaptation. They do not establish validated policy, language or operational support.
Potential fit
England · Wales · Scotland · Northern Ireland
- District, borough or city (two-tier)
- English unitary authority
- Metropolitan borough
- London borough
- Welsh principal council
- Scottish council
- Northern Ireland council
- County council (two-tier)
- English parish or town council
- Welsh community or town council
Current example
The preview is an example service to review before assisted setup.
Preview links open the journey; they do not copy it into your account.
Review and maintenance
Draft brief · LG-010
Catalogue reviewed 17 October 2026. Maintained by Govform.
A maintained template release will be versioned separately from this example.