You might want to complain if you are not happy with something we have done or the standard of a service we have provided.
We do not deal with some complaints under our complaints procedure. These are outlined in our guide to our policy on customer care.
We hope that we can settle many complaints quickly and informally. If you want to make a formal complaint, you should put it in writing if you can.
Please use the contact form to send us your complaint or comment.
Complaints procedure
There are a number of stages in our complaints procedure. You should start at Stage One and then move on to the next stage if you are not satisfied.
- Contact us and explain your complaint to the officer responsible for the service you want to complain about. If your complaint is in writing, the officer will aim to send an acknowledgement within three working days and then send a fuller reply within 10 working days. If you make a complaint by phone or in person, we will either settle your complaint immediately or aim to give you a fuller reply within 10 working days.
- Put your complaint in writing to the Director responsible for the service. You should be sent an acknowledgement within 3 working days and we aim to give a fuller reply within 10 working days.
If you are still not satisfied, go on to Stage 3.
- Write to the Chief Executive with your complaint. You should be sent an acknowledgement within 3 working days and we aim to give a fuller reply within 10 working days.
If you are still not satisfied you can contact the Local Government Ombudsman.
Complex issues
Issues are sometimes complex and if so we may need to take longer than 10 working days to reply fully. If so, we will let you know within 10 working days what action we are taking and how long a full reply is likely to take.