To determine if your complaint warrants involving the Ombudsman, you should first go through the formal corporate complaints process outlined by Slough Borough Council. The Local Government and Social Care Ombudsman can be approached after you have completed both stages of the council’s complaints procedure, or if the council has referred you there after the first stage.
Here's a clear breakdown of the complaint process and when to involve the Ombudsman:
| Stage | Details | Response Time |
|---|---|---|
| Stage 1 | Initial complaint to the service manager. | Within 15 working days |
| Stage 2 | Review of Stage 1 outcome by a Director/Senior Manager. | Within 20 working days |
| Stage 3 | If still dissatisfied after Stage 2 or referred after Stage 1, approach the Ombudsman. | N/A |
It’s important to address your issue directly to the council first, as the Ombudsman typically expects that residents give the council an opportunity to resolve their complaint before stepping in. You can grasp more about this process and start your complaint through Slough’s corporate complaints page.