Make a complaint

Last Updated: 4 October 2023

There are issues that we can’t investigate through our formal complaints procedure, these include:

Occasions when it is not appropriate to deal with a complaint are outlined in our customer feedback policy (PDF 170KB / 3 pages).

If you've tried reporting an issue and it hasn't been resolved you can make a formal complaint.

How to make a formal complaint

Your formal complaint should include:

  • what you believe has gone wrong
  • how it has affected you

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 want to escalate an existing complaint, details of how to do this are included in the resolution sent to you.

Make a formal complaint

What will happen next

Some formal complaints can be resolved quickly and informally by working with the service involved. Where this isn’t possible, your complaint will go 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 you of a date when you can expect a response.

  1. Stage one: formal complaint dealt with by an appropriate officer or manager
  2. 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.
  3. Stage three: if you feel you have exhausted all channels you can make a complaint to the Local Government Ombudsman.