Complaints Policy


When can I complain?

You can complain if:

  • We have told you that something would be done, but it hasn’t been done or is taking too long
  • A member of our staff or someone working on our behalf has treated you unfairly
  • You have been told that you cannot have help or use a council service

If your complaint relates to a statutory process such as planning permission, the issuing of a penalty charge notice etc, whereby there is an appeal process available, the complaint will not be dealt with under the Council’s complaints procedure.

How can I complain?

You can make a complaint in a number of ways. The easiest and quickest way is to use our online complaints form.

Please email Policy Team including your reference number and the details of why you are still dissatisfied and the Head of Policy, Communications and Governance will conduct an independent investigation into your complaint.

You' will get a response within 20 working days. If you are still not happy, you can appeal to the local ombudsman.

What if I’m still not happy?

If you remain unhappy with your complaint having received a response you can escalate your complaint to a stage 2 complaint. Please email Complaints and FOI team including your reference number and the details of why you are still dissatisfied and the Head of Policy, Communications and Governance will conduct an independent investigation into your complaint.

You'll get a response within 20 working days. If you are still not happy, you can appeal to the local ombudsman.

What happens to my complaint?

You'll get a response within 20 working days. If you are still not happy, you can appeal to the local ombudsman.

What does the Local Ombudsman do?

They investigate complaints about most council matters including housing, planning, education and social services. It is an independent, impartial and free service. The ombudsmen can investigate complaints about how the council has done something.

Customer Care Policy

View our customer care policy