Appeals against the council's response to your complaint

We will always aim to provide a satisfactory response to your complaint. In the event that you are not satisfied with the response please let us know by:

Your appeal against the original response will be logged and your comment looked into at a higher level within the council. This will generally be the next tier of management who you can contact as follows: 

• Using our feedback form in the section below
• Telephone: 0300 303 8588
• Email:
• Letter: Customer Services, Cannards Grave Road, Shepton Mallet, BA4 5BT
• In person at the Council Offices, Cannards Grave Road, Shepton Mallet, BA4 5BT

If you are still dissatisfied with the response provided then we would advise that you make a referral to the Local Government Ombudsman. The Ombudsman investigates complaints which have already been through the Council's own procedures. This may be done through arbitration, which means bringing in an independent person to listen to both sides of the story before making a decision or the Ombudsman may investigate the complaint personally. Their contact details are:

PO Box 4771, Coventry, CV4 0EH
Tel: 0300 061 0614
Fax: 024 768 20001

If you have made a complaint relating to financial matters where you think that the council has not acted legally or properly, and you are not satisfied with the council's response, you may wish to write to the council's external auditor:

District Auditor, Westward House, Lime Kiln Close, Stoke Gifford, Bristol, BS34 8SR
Tel: 0844 7986757

If your complaint is about how the council has dealt with a request for information under the Freedom of Information Act 2000, you can appeal to the Information Commissioner:

The Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Tel: 0303 123 1113
Fax: 01625 524510

If your complaint is about advice given by Local Authority inspectors about health and safety which you think is incorrect or goes beyond what is required to control the risk adequately, you can contact The Independent Regulatory Challenge Panel:

The Independent Regulatory Challenge Panel, Concerns & Advisory Team, Room 6.3 Redgrave Court, Bootle, L20 7HS

Tel: 0300 0031647
The Independent Regulatory Challenge Panel