Our two stage complaints process
We have a two-stage procedure for making a complaint about a council service
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:
- unexplained delays in taking action
- failing to provide a service as promised
- administrative errors when making a decision. This does not necessarily mean the decision we've reached if you disagree
- 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