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The complaints process

The council operates a two-stage complaints procedure.

Stage One

Your complaint will be passed to the relevant department, who will investigate and respond within 21 calendar days.

If you are unhappy with the response you receive, you should contact the service again about your concerns and ask for your response to be reviewed.

After receiving your Stage one review response you can ask that your concerns are looked at by the Corporate Customer Service Team at the Chief Executive stage of the complaints process. 

Chief Executive’s Stage

The Corporate Customer Service Team will consider your complaint and, if necessary, carry out an independent investigation on behalf of the Chief Executive. You can expect to receive their response within 28 working days.

Please note, these investigations are carried out at the discretion of the Principal Complaints Officer who will make a decision based on:

  • What you are unhappy about with the Stage One response
  • Information that you provide that will help us to make a decision
  • Whether we will be able to achieve the result you want
  • If it would be better to ask the service area to look at your concerns again

Full details of the Corporate Complaints Policy can be found in the 'Useful documents' section below.

Make a formal complaint

Not all complaints follow the Corporate Complaints process

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