Complaints Procedure

Our Complaints Procedure

We have a two-stage complaints procedure. Normally a complaint will start at stage one and our aim is to resolve the matter at this stage.

Stage one

• Your complaint will be dealt with by a member of staff in the service area you are complaining about or the Customer Services Manager
• We will normally acknowledge your complaint within one day
• We will respond fully within ten working days
• If you are unhappy with the response you receive you can request that the complaint is reviewed by a senior officer.

Stage two

• A senior officer will review your complaint and will respond within a further ten working days

Local Government Ombudsman

• If you are still unhappy with the way your complaint has been handled you can contact the Local Government Ombudsman (External link).This is an independent, impartial and free service.
• Please note that the Ombudsman will expect you to have given the Council the opportunity to sort out you complaint before getting involved

Monitoring Complaints

• We want to learn from complaints and so we record and review them
• We will send you a complaints feedback form, to find out how satisfied you were with the way your complaint was handled.

You can make a complaint using our online form.