Complaints


Greater Manchester Combined Authority – Complaints Procedure

The Greater Manchester Combined Authority (‘GMCA’) aims to provide the best possible service to the people and organisations across Greater Manchester. We are committed to providing high quality services to all our customers, but there may be times when things go wrong, and you are left unhappy or dissatisfied. This policy describes our procedure for handling complaints. We will treat your complaint seriously and deal with your complaint positively. We see any complaint as an opportunity to improve the way we do things.

Our aims

We are committed to putting you first and providing quality customer service. This includes dealing with any complaint you may have as follows -

  • We will deal with your complaint quickly and fairly.
  • We will tell you what is happening with your complaint, and we will do everything we can to help you.
  • We will treat the information you give us in confidence and will not share it with other organisations without your permission unless the law says we must (such as to prevent and detect fraud).
  • We will explain our decision.
  • We will use complaints to review and improve the way we provide services.
  • If you make a complaint, it will not affect your rights to receive or use a GMCA service.

How do I make a complaint?

Before submitting a complaint to the Greater Manchester Combined Authority (GMCA) you should ensure that you have raised the complaint with the correct organisation. The Greater Manchester Combined Authority has not replaced existing local authorities, individual councils of Greater Manchester’s ten districts deliver the vast majority of services for your community. Also, the GMCA has not replaced companies and organisations providing and managing public transport in Greater Manchester.

If you make a complaint to us that does not directly relate to an activity carried out by the Greater Manchester Combined Authority we will advise which organisation you should make your complaint to. If you have emailed or written to us we will pass your complaint onto the right organisation and let you know we have done this. 

If you have a complaint about any transport-related matter Transport for Greater Manchester’s Customer Engagement Team will be pleased to help. They can be contacted on: hello@beenetwork.com  or via social media using @beenetwork. The team will make sure that any comments or complaints are logged and responded to, and further information can be found online at www.tfgm.com (external website). 

Greater Manchester Fire and Rescue Service (GMFRS) is fully committed to providing the highest possible levels of service to the public of Greater Manchester. Your comments and complaints will help us to identify areas for improvement in our service delivery and result in a better and more responsive service.

Complaints Information - GMFRS Website (external website)

If you have a complaint about a waste site in Greater Manchester (excluding Wigan), please put your complaint in an email to the operating waste contractor, SUEZ UK Ltd. They will respond directly to you.

 Email ContractManagerGM.uk@suez.com

If you have been through the complaints procedure of the appropriate waste company and you are unhappy with the response provided you may wish to escalate your complaint to the GMCA Waste and Resource Team who will work with the waste contractor to investigate the issue.

Email: GMWaste@greatermanchester-ca.gov.uk,
Call: 0161 778 7110

If you have a complaint about the Mayor of Greater Manchester or the Deputy Mayor of Safer and Stronger Communities in relation to police and crime issues, please read the following policy documents and complete the complaint forms below:

Mayor and Deputy Mayor Complaints procedure (PDF, 279KB)

Mayor and Deputy Mayor Complaint Form (DOCX, 93KB)

Police Complaint Reviews

If you are not satisfied with how your complaint was handled by Greater Manchester Police, then you may be able to request an independent review.

Complaints about the Conduct of the Chief Constable

If you have a complaint about the conduct of Greater Manchester Police’s Chief Constable then please email pccenquiries@greatermanchester-ca.gov.uk.

Complaints about Greater Manchester Police, it's Officers, or Staff

If you have a complaint about Greater Manchester Police (GMP), it's officers, or staff, please visit the complaints section on the GMP website (external website) 

Further information on making a complaint can be found on our reviews and complaints page.

Comments and suggestions

How we deals with complaints

Frequently Asked Questions

Reviews and Complaints