Our two stage complaints process

We take all your feedback seriously, but we like to resolve any issues informally, if possible, before you make a formal complaint.

This guide takes you through a summary of the stages, from informal complaints to requesting a review of our decision from the Local Government and Social Care Ombudsman.

Our Complaints Policy has more detail about the process.

What do we define as a complaint?

A complaint is any expression of dissatisfaction about the way in which we have provided a service. This could be:

• a delay in taking action without good reason
• a repeated failure to provide a service
• mistakes in the way a decision has been taken
• not following the law or our own policies
• broken promises
• bias or unfair discrimination
• rude, unhelpful, or improper behaviour by staff
• poor communication from staff