We learn a lot from complaints and that feeds back into improving how we deliver our services to the public. That’s why we want to hear from you our customers if you aren’t happy. We take complaints whichever way you want to give them to us. You can call in or ring up; alternatively write, email or complete a complaint form.  The forms are available online too.

Straightforward complaints can often be resolved on the spot, and we encourage all staff to try and nip things in the bud if they can.

Sometimes however customers raise more serious or complex concerns. These are acknowledged then investigated.  Each service has a complaint co-ordinator who arranges this. Depending on the complaint, a senior manager or the co-ordinator themselves could investigate.  Within 15 working days you will be sent a detailed letter explaining the outcome of the investigation.  Many complaints can be resolved at this stage, but should you remain unhappy you can have your complaint reviewed.

The Customer Services Manager does this on behalf of the Chief Executive.  Again within 15 working days you will receive a letter with the results of the review and details of the Local Government Ombudsman.

The Ombudsman investigates complaints against the Council and customers can refer their concerns to the Ombudsman if they are still dissatisfied.

Learn more about making a Formal Complaint

last updated 09/07/07