Make a complaint
You can make a complaint if you are unhappy with something we have done or the way we have acted, for example:
- failure to deliver a service
- unsatisfactory quality of a service
- the behaviour of a member of our staff
There are certain types of issues that we can’t investigate through our formal complaints procedure, these might include:
- where there is an existing appeals or tribunal process, for example planning or parking appeals
- complaints about services that are the responsibility of other authorities, for example highways or social care
Occasions when it is not appropriate to deal with a complaint are outlined in our customer feedback policy (PDF 170KB / 3 pages).
How to make a complaint
Your complaint should include:
- what you believe has gone wrong
- how it has affected you
Do not use this form to:
- escalate an existing complaint
- report something to us, such as a missed bin or dog fouling
- complain about a councillor
- enquire about a service
- make a Freedom of Information or Environmental Information Request
By using the correct form to contact us, your enquiry will go to the right people and we'll be able to deal with your problem promptly.
If you wish to escalate an existing complaint, details of how to do this are included within the resolution sent to you.
What will happen next
Some complaints can be resolved quickly and informally by working with the service involved. Where this isn’t possible, your complaint will progress through the formal process set out below.
We will acknowledge your complaint within two working days and aim to respond fully to both stage one and stage two complaints 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 one: formal complaint dealt with by an appropriate officer or manager
- Stage two: a member of the Leadership Team will review the stage one investigation process. Please note that a complaint can be only escalated within 28 days of receiving the stage one response.
- Stage three: if a customer feels that they have exhausted all channels they can make a complaint to the Local Government Ombudsman.