WALTHAM Forest Council regards complaints as important.

In its booklet How to Complain about Council Services, it says it "recognises complaints as a valuable form of feedback about its services".

But recent reports have suggested that making a complaint to the council can be a stressful, frustrating process that has little result.

Vin, 36, spent three months complaining on his mother's behalf after the council continually sent final notices for council tax despite the fact that it was investigating her claims for benefit.

The council also sent her late husband a bill for overpaid benefit for a five month period after he died.

Vin said the important thing was to write and keep copies of every letter sent and received.

Phoning the office responsible is a waste of time, he says, as lines will be engaged or you will get an answerphone.

He says: "With a letter you have proof of your dissatisfaction and a copy of the letter is always useful as evidence if you require it later."

The council's complaints policy is run on the principle of a two stage process.

When the council first receives a complaint it starts Stage I which is a service area review.

The senior manager within the service area you are making your complaint about (revenue and benefits services for example) will investigate and reply to you within 28 days of receiving the complaint.

He or she should also acknowledge the complaint within five days of receipt, giving contact details of the investigating officer and a timescale for reply.

If the officer is unable to respond within 28 days, he or she should inform the complainant of when the council will be able to reply.

If the Stage I investigation does not provide a satisfactory answer a further complaint to the corporate complaints team will start Stage II a chief executive review.

Again acknowledgement of the further complaint should be received in five days and a full response in 28 days unless the council notifies about a need for an extension.

If at the end of this process the council still has not resolved the complaint, the next stage is to write to the Local Government Ombudsman, including all correspondence with the council.

The ombudsman will consider whether it is necessary to investigate further.

Another option can be to write to the local MP who will be able to act as a complainants advocate.

To find out to whom and where a complaint should be directed contact the council's customer service centre on 8496 3000 or by email: wfdirect@lbwf.gov.uk.

The Local Government Ombudsman is at Millbank Tower, Millbank, London SW1 4QP (7217 4620), website www.lgo.org.uk