Complaint Letter to a Local Authority
A formal complaint letter to a local council about a decision, service failure, or maladministration.
When to use this template
Use this template to make a formal complaint to a local authority about: a failure to provide a statutory service; a planning decision; a licensing decision; housing allocation; environmental health failures; benefit administration; or any other council decision or service failure. Most councils have a formal complaints procedure and are required to respond within a set period. If the council's response is unsatisfactory, you can escalate to the Local Government and Social Care Ombudsman (LGSCO).
When NOT to use this template
Do not use this template if you need to appeal a formal planning decision (use the Planning Inspectorate procedure) or if you need to apply for judicial review (which has a 3-month time limit and requires urgent legal advice). This is not an FOI request — use the FOI template if you are requesting information.
Legal Basis
Local authorities are required by the Local Government Act 1974 (as amended) to operate a complaints procedure. The Local Government and Social Care Ombudsman (LGSCO) can investigate complaints of maladministration and service failure by local authorities. The Equality Act 2010 may also apply if the complaint involves discrimination by a public authority.
Common Mistakes to Avoid
- ✗Not following the council's formal complaints procedure — many councils have a two-stage process; skip stage 1 and you may not be able to go to the Ombudsman
- ✗Failing to keep records of all correspondence — keep copies of everything
- ✗Being too vague about what went wrong and what you want to happen — be specific
- ✗Missing the LGSCO time limit — the Ombudsman expects you to complain within 12 months of becoming aware of the problem
Build Your Letter
Fill in your details
Complete the fields below. Required fields are marked with *.
Optional fields
Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL] [DATE OF LETTER] Chief Executive / Complaints Team [COUNCIL NAME] [COUNCIL ADDRESS] --- Dear Sir or Madam, **FORMAL COMPLAINT** I am writing to make a formal complaint under [COUNCIL NAME]'s complaints procedure. **1. My Details** Name: [YOUR FULL NAME] Address: [YOUR ADDRESS] Reference / Account number (if known): [ACCOUNT / REFERENCE NUMBER (IF KNOWN)] **2. The Subject of My Complaint** My complaint concerns: [SUBJECT OF THE COMPLAINT] **3. Background and Events** [BACKGROUND AND EVENTS LEADING TO THE COMPLAINT] **4. What Went Wrong** [WHAT SPECIFICALLY WENT WRONG AND WHAT STANDARD/DUTY WAS BREACHED] **5. The Impact on Me** [HOW THE FAILURE HAS AFFECTED YOU] **6. What I Am Seeking** I ask the Council to: (a) Acknowledge this complaint within [ACKNOWLEDGEMENT DEADLINE (WORKING DAYS)] working days; (b) Provide a full written response within [FULL RESPONSE DEADLINE (WORKING DAYS)] working days; (c) [SPECIFIC REMEDY REQUESTED (1)]; (d) [SPECIFIC REMEDY REQUESTED (2)]. **7. Escalation** If I am not satisfied with the Council's response, I will refer my complaint to the Local Government and Social Care Ombudsman. Yours faithfully, [YOUR FULL NAME]
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.