Make a complaint

We're sorry if you feel you're not getting the right service from us. 

This is something we want to put right for you today. 

The best way to resolve most matters is always by contacting us

But if you've already spoken to us, you can make a complaint. 

Complaints about a specific council service

The following services have their own complaints procedure. 

If your issue relates to one of these, you should follow the link.

• Service requests (you should contact the service responsible)
• Rehousing
• Missed bin collections
• Offers of housing - request a review of the housing decision in writing
• Council Tax bills
• Council Tax benefit and housing benefit decisions
• Housing Benefit decisions
• Licensing decisions
• Planning decisions contact
• Parking tickets
• Councillor decisions - you can find further information on how the council works online or see the constitutional information 

If you still need to make a complaint

If you've spoken to us about the problem, but feel it's not been fairly resolved, there is a formal complaints process you can use: 

See more information about the Watford council formal complaint process

Using AI to assist with making a complaint

AI tools can help some people prepare a complaint. However, It's best to write your complaint in your own words. This helps us better understand what happened and how it affected you. Very long, repetitive or largely AI-generated submissions can make it harder for us to identify and address the key issues.

Please keep your complaint concise and focus on what happened, why you are dissatisfied, and what outcome you are seeking.

• Focus on what happened and the impact on you
• Stick to the facts – only include what actually happened
• Avoid legal wording – don't ask AI to add laws or formal legal language
• Check before sending – is it accurate? Does it reflect your own words?

Using AI is OK but it can:

• Delay how quickly we deal with your complaint – we might need more clarification from you
• Make mistakes or make up incorrect 'facts'
• Make complaints too long or complicated
• Include legal language or references that are unnecessary or inaccurate

There are many online resources that can teach you how to write effective AI prompts.

In some cases, excessively lengthy or repetitive complaints may be considered under the Council’s Unreasonable Behaviour and Contact Restrictions Policy.

Some AI tools may involve sharing information with a third-party service that is not controlled by the council. It's a good idea to avoid sharing unnecessary personal or sensitive information. Make sure you understand how the AI service provider may use your data.

What you can't make a formal complaint about 

These are situations you can't make a formal complaint about. 

• something that has been to court or is going to court
• appeals to legal notices you should find information on appealing on the notice that was served
• insurance claims against us such as claims for damage caused to property