Complaints and Compliments
We want to give you the best possible service but we know that sometimes things can go wrong. When they do, we will work with you to put things right.
We also want to know if things go well so can share good practice across our services, so please tell us.
Before logging a complaint, please consider if your query is a service request and something our teams can resolve directly. Many issues can be resolved quickly and informally by the relevant team.
You can access the full list of services on our Council Services A to Z page.
What is a complaint?
An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
What is a service request?
A request from a resident to the Council (or organisation working on their behalf) requiring action to be taken to put something right.
We may decide to handle these informally where we can.
Make a complaint or give us a compliment
You can tell us about a complaint or compliment online as a guest, or log into your MyStAlbans District Account to save time by using contact details on your account to help complete the form and upload supporting documents.
We have seen an increase in customers using Artificial Intelligence (AI) to draft complaints to us. For guidance on using AI tools to write complaints, see our Using Artificial Intelligence to write your complaint page.
What you cannot report to St Albans City and District council Toggle accordion
Planning Enforcement or Building Control
This service is provided jointly by St Albans City and District Council and Watford Borough Council. For complaints about these services, please visit Watford's website via the link below.
Planning Enforcement and Building Control complaints, compliments and comments
Making a complaint about highway issues (Road works, street lighting, pavement or potholes)
Highway issues such as road works, street lighting, pavement or potholes must be reported to Hertfordshire County Council via the link below.
Making a complaint about a Councillor/Parish Councillor Toggle accordion
To make a complaint about the conduct of a Councillor at St Albans City & District Council or Councillor at a Parish or Town Council, visit the Councillors webpage.
Your right to escalate your complaint Toggle accordion
We hope we are able to resolve your complaints. If after going through both stages of our complaints procedure you are not satisfied with the action we have taken, you can refer your complaint to the Housing Ombudsman or Local Government & Social Care Ombudsman for review. This is a free and independent service.
If you are a housing tenant or a leaseholder, you should contact the Housing Ombudsman. You can contact the Housing Ombudsman at any stage of your complaint for advice.
Website: www.housing-ombudsman.org.uk
Telephone: 0300 111 3000
For all other complaints, you can contact the Local Government & Social Care Ombudsman.
Website: www.lgo.org.uk
Telephone: 0300 061 0614
Documents including our Self-assessment form, can be found below.
Our policies Toggle accordion
Complaints Policy
The Council will deal with your complaint on either an informal or formal basis, but there are some exceptions, usually where there is an appeal process in place. Our policy explains this in more detail.
Unacceptable Behaviour Policy
Most contact we have with customers is positive, but we understand that at times people may get frustrated when there’s a problem that needs to be put right.
Our policy sets out what we will do if a customer behaves in a manner that is threatening or abusive to our officers.