Compliment, comment or complaint
We are committed to putting our customers first. Please let us know when we are getting things right or when there is anything we can do better, to help us improve our service to you.
Compliment and comment
A compliment is when you are happy with something we have done, the way we have acted or a decision that we have made.
You may have noticed an improvement in a service you receive or found a member of staff exceptionally helpful.
A comment is a suggestion or an idea that you have about a service we provide. This will be sent to the service head and can be used to help improve the service.
There are occasions when it is not appropriate to deal with a complaint under our Compliment, comment and complaint policy, for example:
- a first-time request for a service, for example:
- an explanation of council policy or practice
- a disagreement with a council decision
- a statutory process where there is an existing appeals process available, such as planning permission appeals or Penalty Charge Notice challenge
A complaint is when you are unhappy with something we have done or are doing or it could be the way we acted or a decision we took, for example:
- failure to deliver a service
- unsatisfactory quality of a service
- the behaviour of a member of our staff
How to make a complaint
Your complaint should include:
- what has gone wrong, giving as much detail as possible
- how it has affected you
- what you would like us to do to put the situation right
What will happen next
Stage one: formal complaint dealt with by an officer, manager or assistant director, whoever is most appropriate. We will acknowledge within two working days and aim to respond fully within 10 working days. In complex cases which may require a lengthy investigation we will inform customers of a date when they can expect a response.
Stage two: If you are not happy with the stage one response you can ask to be referred to a corporate director. We will acknowledge within two working days and respond fully within 10 working days.
Stage three: If you are not happy with the stage two response you can ask for a review by the Chief Executive.
Local Government Ombudsman
Referred to as stage four in our policy, if you have complained to us and are not happy with the outcome at stage three, you may wish to pursue the matter through the Local Government Ombudsman. The Ombudsman service investigates complaints about councils and other authorities.
The Ombudsmen is appointed by Her Majesty the Queen and is completely independent of the Government, council and the people who complain to them.