Waste Complaints

1.1.      The Council operates an internal two stage complaints process:

1.   All stage 1 complaints will be investigated by the service manager and responded to within 10 working days.

2.   Customers have the right to take the complaint to stage 2 for an independent assessment by the Information Governance Team. The Information Governance team will then undertake an assessment of the complaint, within 5 working days, in order to determine whether a full investigation would be able to add anything to the stage 1 response and/or achieve the desired outcome. If the assessment concludes that further investigation is warranted, then a full response is sent within 20 working days.

1.2.      If, after following our complaints process, customers are still unhappy, they can contact the Local Government and Social Care Ombudsman (LGO), an independent service set up by the Government to investigate complaints about most council matters. The Ombudsman will not investigate complaints until they have been through both stages of the Council’s complaints process.

1.3.      The number of complaints for Waste - Household is shown on the next page. For comparison, at stage 1 and stage 2, Waste - Household has received more complaints than any other department in each financial year below.