How to submit a complaint

You can submit a formal complaint to the council in the following ways:

• visit us in person at the Civic Offices
• phone our complaints line on 023 9283 4702
• submit a complaint using our online form
• email us at complimentcomplaint@portsmouthcc.gov.uk
• write to us at:

Suggestions, compliments and complaints,
Portsmouth City Council,
Civic Offices,
Guildhall Square,
Portsmouth,
PO1 2ZX

We take all complaints very seriously. While we try to provide a good service, we know that sometimes things go wrong. We have developed a complaints procedure for you to use if you feel that this is the case.

Sometimes we get complaints that could be dealt with more quickly by contacting the right team. You may want to check with the relevant department before sending a complaint, as we might be able to solve the problem straight away.

You can:

• report a missed bin collection via the online waste portal
• report a street issue, such as fly-tipping or potholes, using the report forms
• report housing issues (repairs or other problems) using the housing repairs form, or contact your local housing office; there’s also more information if you’re a housing tenant, leaseholder or ex-tenant, and want to make a complaint
• appeal a parking fine – what to do if you disagree with a parking fine
• appeal a Housing Benefit claim
• appeal a planning application
• appeal a school placement – find guidance and school appeal forms

If you want to make a formal complaint, it will be dealt with according to our complaints policy. This sets out the process for how we will respond to your complaint, and what happens if you disagree with our response.

Everyone has a right to have someone act on their behalf. You can be represented by:

• a member of your family
• your partner
• a friend
• an attorney, advocate or solicitor
• a local councillor (find your local councillor)
• an MP

We need to have proper consent before we can discuss the complaint with your representative. This is normally written consent, giving them permission to act on your behalf.

• Corporate complaints policy
• Local Government and Social Care Ombudsman’s Annual Reviews