Complaints procedure

Although the Council operates a three-stage complaints procedure, we aim to resolve complaints as quickly as possible during Stage 1 of the procedure, which is outlined below.

How to contact the Council to make a complaint

 

Stage 1
Your complaint will be formally registered with a unique reference number which will be given to you as soon as possible.

You should make note of this reference number and quote it to us if you need to contact us again about the same complaint.

Your complaint will be dealt with by an officer from the department responsible for the service, who will try to resolve the issue immediately.

You should receive a response to your complaint within 15 working days.

If more time is needed we will let you know the reasons for the delay and will keep you informed if our investigation needs to take longer or if it needs to be handled differently.

If you are still not happy we will progress to Stage 2.

 

Stage 2
If you are unhappy with the outcome of a stage 1 complaint, you have the right for it to be reviewed by a more senior officer from the department delivering the service.

You should receive a response to your complaint within 15 working days.

Please remember to quote the complaint reference number and tell us why you are unhappy.

If you are still not happy we will progress it to Stage 3.

 

Stage 3
If you are still not happy you should request a further review, which will be held by a Chief Officer from a different department. You should receive a response within 15 working days.

If a longer time is necessary we will let you know the reasons for the delay.

 

Review by the Local Government Ombudsman
If you are not satisfied with the outcome of the Council's complaint investigation you can take your complaint to the Local Government Ombudsman.