Complaints procedure

If you are unhappy with the way we have provided our services you can make a complaint in the following way:

Stage 1 - Please get in touch with us using our complaints form.  This is the quickest and easiest way to let us know your concern.  Your complaint will usually be investigated by the manager responsible for providing the service.

Stage 2 - If you are unhappy with this initial response, you can contact the Chief Officer of the relevant department  who will either investigate your complaint personally or will nominate a senior officer to carry out the investigation.

Stage 3 - If you are still unhappy with this reply, you can appeal to the Chief Executive, who will review the complaint.

At any stage, we aim to respond within five working days (except where specific statutory procedures and response times apply). If the issue is very complicated, we may need longer and will aim to reply within 20 working days, but we will let you know this.

If you remain dissatisfied with our response, you can contact the Local Government Ombudsman, who investigates complaints about local councils.  This is an independent, impartial and free service.  Please note, the Ombudsman will normally only consider your complaint after you have given us the opportunity to resolve matters for you.    

Need help?

If you need help to make a complaint for any reason, please ask a member of staff. You may also want to ask a friend or relative, community or voluntary agency, or your local councillor for support.

If you prefer, you could contact the service concerned initially by letter or email (clearly headed 'complaint'), telephone, or call into our offices (although it may be necessary to have an appointment if you want to see a particular officer).  Using our online form will ensure your concern gets through to the area of the council that can best act on your concern as quickly and efficiently as possible.