Partner profile

Local Government Ombudsman

No 2 The Oaks, Westwood Business Park, Coventry, CV4 8JB
0300 061 0614

About us

The Local Government Ombudsman looks at complaints about councils and some other authorities and organisations, including education admissions appeal panels and adult social care providers (such as care homes and home care providers). 

It is a free service. Our job is to investigate complaints in a fair and independent way - we do not take sides. 

If you have a problem with a council service, you should first complain to the council but if you are still not satisfied, we may be able to help. 

Click here for more information on how to complain – or call our helpline on 0300 061 0614 if you want help with making a complaint. The helpline is open from 8.30am to 5.00pm, Monday to Friday. You can also make your complaint online. See Contact us for details.

We employ around 175 staff in offices in Coventry, London, and York

We offer

There are currently two Local Government Ombudsmen in England. 

We make our decisions independently of all government departments, bodies we investigate and politicians. 

We examine complaints without taking sides. We are not consumer champions. 

We are appointed by Her Majesty the Queen. 

We have the same powers as the High Court to obtain information and documents. Our decisions are final and cannot be appealed. However, you can challenge them in the High Court if you think our reasoning has a legal flaw. 

We do not have to investigate every complaint received, even if we have the power to do so. For example, we may decide not to investigate if we think the problem you mention has not affected you signficantly. 

Our investigations are private. 

Our findings are published, but people are not identified in the published information. 

We are committed to providing a fair service and spending public money effectively. 

We do not charge for using our service. 

When we find that a body we have investigated has done something wrong, we may recommend how it should put it right. Although we cannot make bodies do what we recommend, they are almost always willing to act on what we say.

We support

  • Avon
  • Legal
  • Cornwall
  • Somerset

Benefits

Guide for advisers

This guide is to help you decide when to refer cases to the Local Government Ombudsman. If you wish to make a referral or seek advice about a case please call our helpline on 0300 061 0614.  (Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls. Please note that calls may be recorded for training and quality purposes.) Our advisers will be able to help with the referral and discuss issues such as jurisdiction or how the LGO might be able to help with a case. A complaint referral form is available to download, or clients can call our helpline directly to make a complaint. We can accept a complaint from them over the telephone.

Our leaflet 'Complained to the council? Still not satisfied?is available as a download in EasyRead.

There is a downloadable poster available. This can be printed in A4 or A3 size - by adjusting your print settings.

Additional information for advocates and advisers who work with children and young people is also available. See our leaflet about our service for dealing with complaints from children and young people, and our Casebook which includes examples of complaints we have investigated.

A summary version of the information in this guide is available in the form of a wall chart. This can be ordered through our publications order form.

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