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:

• 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

Use of AI in complaints

We are receiving more complaints that have been written with help from Artificial Intelligence. AI-generated content can sometimes include false or incorrect claims. We would suggest that you check AI-generated material before including it in your complaint. This will help to avoid any potential misinterpretations or the inclusion of inaccurate information.