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Before making a complaint

If you are contacting us for the first time to request a service or report a problem, please give us the opportunity to sort out the issue.

You can tell us that we need to review or investigate something by our report a problem online forms. We hope to resolve most complaints this way, as it lets us put things right quickly so that you receive the service you deserve.

Make a formal complaint

Please submit a complaint to us if you have raised an issue with one of our council services and you're concerned about:

  • the service you received
  • the actions we took
  • the lack of action we took.

We will do our best to resolve the matter.

Please raise your complaint using the appropriate complaint form related to the service you have concerns about.

To complain about any other council service not listed above, please submit your complaint by:

  • using our formal complaints online form
  • calling 0161 253 5000
  • writing to Customer Care Office, Town Hall, Knowsley Street, Bury, Lancashire, BL9 0SW
  • visiting any Bury Council office.

What happens after you have made a complaint?

We will acknowledge your complaint and pass it to the department concerned within 5 working days. The issues will be investigated by a senior manager who is not involved in the reason for your complaint.

Within 20 working days of receiving your complaint we will contact you to explain the results of our investigation. If we have not completed our investigation within 20 working days we will let you know when we hope to give you a full response.

Further information about how we respond to complaints can be found in our complaints procedure page.