What happens next?
If you've paid us a compliment or provided general feedback or comments we will pass this on to the relevant staff.
If you have made a complaint there are two potential stages, however, we aim to resolve your complaint at Stage 1.
Stage 1 - we will ask a manager to look into your complaint and we will respond within 15 working days. If you are satisfied with the response we will make a note that the complaint has been resolved. However, if you are not happy with the response you can ask for this to go to Stage 2.
Stage 2 - we will ask a named senior manager to investigate your complaint and respond within 10 working days. The named senior manager may be from a different area of work to the original complaint. If you are satisfied with the response we will make a note that the complaint has been resolved, however, if you are not happy with the response, you can contact the Local Government Ombudsman.
We cannot accept a new complaint about an issue that has already been through both stages of our procedure. Please also see our policy on unreasonably persistent and unacceptable behaviour.
What about anonymous complaints?
We understand that it might be difficult for you to complain because you are worried that your complaint could result in a poorer service to your household. Please be assured that we treat all complaints against the Council in the strictest confidence and that it is your right to complain.
If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation.