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Have your say on the future of local councils in Surrey

Take part in a landmark Government consultation on proposals to replace Surrey's current councils with up to three larger authorities. We support a three unitary approach - Find out more and read our consultation question guide.

Join us for a special online engagement session hosted by the Leaders of Guildford and Waverley Borough Councils on Thursday 3 July from 7pm to 8pm via Microsoft Teams. We'll explain what Local Government Reorganisation is, outline the different options being considered, and show you how to get involved. Sign up for the session (opens new window).

Make a complaint to the council

Appealing a decision

Stage 2 - Appeal 

To be considered for an appeal, you need to have submitted a Stage 1 complaint and received our response. You then have 28 days to submit a Stage 2 appeal in writing.

What happens after I make an appeal?

For Stage 2 appeals we will aim to: 

  • acknowledge the appeal request within five working days  
  • fully investigate and respond to the accepted appeal within 20 days
  • where it is not possible to respond within the 20 day period, due to the complexity of a complaint or due to the absence of a key officer or another specific reason, we will contact you to let you know when you can expect a reply
  • you will always be notified of any changes to the standard response target

If you are not happy with the response to your Stage 2 appeal, you can refer it to the relevant ombudsman service. 

Stage 3 - Send your complaint to Local Government & Social Care Ombudsman or Housing Ombudsman 

We hope we can sort out any problems quickly and successfully. There will be occasions where we will not be able to resolve your complaint to your satisfaction.  If this is the case, you can contact the Local Government & Social Care Ombudsman (LGSCO). If the complaint is housing-related, you can contact the Housing Ombudsman (HO).

The LGSCO and HO will not normally consider a complaint until it has been through our full complaints procedure outlined above.