Make a complaint to the council
Make a complaint
In many situations, your first point of contact with us will be with our customer service centre. Our customer service staff try to resolve complaints about our services. If that is not possible, we will put you in touch with the relevant service. If neither service can sort the issue or provide reasonable details of why this cannot be achieved, then the process below will be followed.
Stage 1 - Complaint
If you are not happy with the service you have received from us, you can make a Stage 1 complaint. Our aim is to resolve any complaint we receive at this stage as quickly as possible.
You can make a complaint using our online form or in writing. If you need help with submitting your complaint in writing, our customer services advisors can help.
What happens after I have made the complaint?
While we hope to resolve any complaint immediately, for Stage 1 complaints we will:
- acknowledge complaints within three working days
- fully investigate and respond to complaints within 10 working days
- where it is not possible to respond within the 10-day period, due to the complexity of a complaint or due to the absence of a key officer or another specific reason, we will contact you to let you know when you can expect a reply
- if this is the case, a further extension of 10 working days will be added to respond to you
- you will always be notified of any changes to the standard response target
If you are not happy with the response to your Stage 1 complaint, you can appeal it.