Feedback and complaints

Complaints procedure

We have a formal two-stage procedure for resolving complaints.  You will know at each stage who is dealing with your complaint and the steps we are taking to investigate your case and resolve the problem.

Stage One

You should tell a member of staff or the manager responsible for the service as soon as you can and they will see if they can sort it out.

We aim to respond to you within 10 working days.  If we cannot reply within this time, we will let you know.

If you are not happy with our response, tell us.  We will listen to your concerns and, if appropriate, take your complaint to the second stage.

Some complaints (for example, those about planning applications, school admission appeals, parking tickets and adult and children’s social care) may be investigated by separate government procedures.

Stage Two

If we cannot sort out your problem at stage one, we will appoint an investigating officer not connected to the service you are complaining about to investigate the case again. They have the authority to request information from any area of the council that is relevant to their investigation. The officer will investigate any outstanding issues and produce a report on your case.

A senior officer, also from outside the service, will monitor the investigation and ensure that any recommendations made are carried out. The investigator will email you the completed report as well as post a hard copy to your residential address, or other if specified. 

We aim to respond to you at stage two within 30 working days.  If we cannot reply within this time, we will let you know.

The Local Government Ombudsman 

If you are still not happy with our response at stage two, you can contact the Local Government Ombudsman. The Ombudsman will consider any complaint you have made and give you their views.

The Ombudsman usually suggests that you use the Council’s complaints procedure first and will only investigate complaints that are considered to be about maladministration—that is, inefficient or unfair administration.

Housing Ombudsman 

If your complaint is specifically about social housing you need to contact the Housing Ombudsman. Find out more on their website: Housing Ombudsman