nplaw complaints procedure

We are sure that you will receive an excellent service from nplaw. However, if you feel you would like to make a complaint, the complaints procedure applicable to nplaw is as follows:

Step 1

If you are in any way dissatisfied with the service from nplaw, you should take the matter up with either:

• The person who provided the service
• The team lead within nplaw
• The Director of Legal Services (nplaw) and Monitoring Officer

Find contact details for the nplaw teams.

In any event, the Director of Legal Services (nplaw) and Monitoring Officer will investigate the matter.

Step 2

If still dissatisfied, you should write to:

Chief Executive Officer
Norfolk County Council
Martineau Lane
Norwich
Norfolk
NR1 2DH

They will arrange for a review to be carried out.

This will look into all aspects of your complaint and what actions have been taken to resolve the matter. Your letter will be acknowledged within 5 working days. We will let you know the findings of the review within a further 15 working days.

In the Chief Executive Officer's absence, the Director of Democratic and Regulatory Services will undertake this function.

Step 3

If you believe that your complaint is one about maladministration by Norfolk County Council, you may complain to the Commission for Local Administration at:

Online: Local Government and Social Care Ombudsman

By telephone: 0300 061 0614 between 10am and 4pm, Monday to Friday

By post: The Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH

Step 4

If you are a charity with an annual income net of tax of less than £1m, you may also be able to complain about our service to the Legal Ombudsman.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

You have six months from our final response to your complaint in which to complain to the Legal Ombudsman.

If you would like more information about this service, please contact the Legal Ombudsman directly. Find out more about their service on the Legal Ombudsman website or calling 0300 555 0333.