How we define a complaint
We define a complaint as an expression of dissatisfaction about our or one of our contractors actions, lack of actions or the standard of service provided. If you are dissatisfied with the way we've dealt with you, we want you to tell us, so that we can, where possible, sort out the problem.
You may want to congratulate us or an individual officer for a job well done or service provided. If you wish, we'll thank you for taking an interest in our staff and services within 10 working days of receiving it. We'll also pass on your compliments to the relevant service area and encourage others to follow similar ways of working.
Comments and suggestions
You may have an idea for improving our services. If you do, we would like to hear about it. Again, we'll thank you for your comments or suggestions within 10 working days of receiving it and let you know how we will use them or explain why we are unable to.
What this complaints procedure does not cover
As some services have their own separate processes, we cannot respond to all complaints under this procedure. If we are unable to investigate your complaint for this reason, we will let you know and advise you what the correct process is. Examples of the sorts of issues not covered by our corporate complaints procedure include:
- day to day service requests or reporting faults (for example a faulty street light)
- where an appeals procedure exists to deal with the issue, such as an appeal concerning a parking ticket, a planning application or a Housing benefit decision
- formal complaints about the service, or a lack of service, provided by the Adult's or Children's services departments, for which there are statutory complaints procedures
- where the council has no power or duty to provide service
- complaints about councillors
- complaints about schools