Complaining about the council

Step 1
Where possible, complaints will be dealt with quickly and informally, preferably 'on the spot'. Where this is not the case, a record of your complaint will be made on the council's complaints system and acknowledged within 3 working days and a full response will be sent to you within 10 working days. If there are any delays, you will be advised of the reasons in writing.

Step 2
If you are dissatisfied with our response, you can ask us to look into your complaint further. An investigation will be carried out by a Service Manager who will aim to resolve your complaint within 20 working days of receipt of your request. You will receive a written response detailing our findings and where appropriate, tell you what we plan to do.

Step 3
If you continue to be dissatisfied, a corporate director will review your complaint for the final time and send you a written response within 20 working days of the date we receive your complaint for a final review. This will set out our position and explain how you can take the matter further through the Local Government Ombudsman, if necessary.