How to make a complaint or compliment


What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the council or its staff, affecting an individual customer or a group of customers.

Who can complain?

Anyone using the council's services can complain about a service, either in person or through a third party.

How do I complain?

To make your initial complaint you can complete our online complaints form. We will respond to you within 10 working days:

Make a complaint

Alternatively you can download and complete our customer complaints form (PDF), send us letter, by telephone, email or in person.

Anonymous complaints will be accepted but this can make it difficult for further action to be taken.

What happens next? 

View our customer complaints procedure

Further information

A complaint does not include:

  • Request for a service (for example: a replacement caddy or bin, a housing repair)
  • Request for information or explanation of council policy or practice
  • Matters for which there is a right of appeal within the council or to an independent tribunal
  • Matters relating to a request for a service that has been previously notified to the council and is awaiting action within an agreed timescale (e.g. a non-urgent housing repair that may be actioned up to 28 days after notification)
  • Matters where the council is not the provider or commissioner of the service
  • Issues about the conduct of a serving borough or parish councillor (See details of how to make a complaint about a councillor)

If you require any further information, please contact us.

Last updated: ‎18/12/2017 12:05