How to make a complaint or compliment

Customer complaints procedure

Stage one

Once you have made your initial complaint, the Democratic Services team will:

  • Acknowledge your complaint
  • Set out their understanding of the complaint within five working days
  • Send this on to the officer directly responsible for the service area about which the complaint is made, unless they were involved in making the decision
    • If the investigating officer was involved in making the decision, their manager or another senior officers or the complaints manager will investigate and respond
  • The investigating officer will respond to you within ten working days of the date of the acknowledgement

If you are not happy with the way your complaint has been handled, you may ask for it to be reviewed (see stage two below).

Stage two

A request for a review should be made to the Democratic Services team. You do not have to explain your reason for requesting a review of the complaint, but it will help us to understand your views if you can tell us.

After we receive your request:

  • The Democratic Services team will acknowledge your complaint within five working days
  • Your complaint will be reviewed by an officer either senior to or independent of the officer who provided the response at stage one, or by the complaints manager
  • You will receive a response within 20 working days or be advised as to when you can expect a reply.

What if I am still dissatisfied?

If you are still unhappy after going through the council's complaints procedure, you can take your complaint to the Housing Ombudsman or the Local Government and Social Care Ombudsman. Details of how to contact the relevant Ombudsman will be included in the Stage two response to you.

If you are not happy with the way your complaint is being handled at any point during the complaints process, you may escalate your complaint to the relevant ombudsman, details of how to do this will be provided.

Persistent complainants

We are committed to dealing with all complaints fairly and impartially and to providing a high quality of service to those who make them. We also have a duty to make sure that public money is spent wisely and achieves value for complainants and the wider public, and to protect the safety and welfare of our staff.

Occasionally there are complainants whose unreasonable behaviour makes this difficult to achieve. Want to find out more? Please download our Persistent and unreasonable complainant behaviour policy (PDF)

Last updated: 22/05/2024 10:44