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  2. Contact us
  3. Complaints and compliments
  4. Make a complaint about council services
  5. Complaints policy

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Complaints policy

This policy explains how we handle complaints.

  1. What a complaint is
  2. Who can complain
  3. What you can complain about
  4. What you cannot complain about
  5. How to make a complaint
  6. The complaints process
  7. Complaint handling and outcomes
  1. Managing unreasonable actions
  2. Remedies policy
  3. Joint Complaint Handling Code
  4. Confidentiality and privacy notice
  5. Contact details
  6. Versions

Confidentiality and privacy notice

We aim to be open and honest in our responses to complaints but sometimes it is necessary to maintain confidentiality. For example, we will generally not provide information about third parties, or information about other complaints.

Information provided can be used for the purposes of the complaint investigation. All data will be held securely and processed in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation.

To investigate your complaint, we might share your name, contact details and details of your complaint with other services in the council. If you escalate your complaint to the Local Government and Social Care Ombudsman (LGSCO) and/or the Housing Ombudsman (HO) or the Building Safety Regulator we may share information about you with them, however, this will always be limited to what is required for their investigation. Further details about how we handle your data can be found in our privacy notice.  

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.