Make a complaint
Last Updated: 1 April 2021
There are issues that we can’t investigate through our formal complaints procedure, these include:
- escalate an existing complaint
- let us know about something like a missed bin or dog fouling. You can report issues using our online forms
- 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 that are dealt with by Cumbria County Council
- complain about a councillor. Councillor code of conduct and standards explains how to make a complaint
- enquire about a service. Use the website search bar to find out about the services we deliver.
- make a Freedom of Information or Environmental Information request
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 complaint
Your 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 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.