Suspension of complaints policy - 23 March 2020

Unfortunately, due to the need to deploy resources to front line and critical services, the Council has taken the difficult decision to suspend its complaints policy and procedures until the current Covid-19 response allows. You will still be able to log service requests through the normal channels but we will not be accepting NEW complaints during this time. We will make arrangements for complaints to be submitted restrospectively as soon as resources allow.

Please be assured we do take all complaints seriously and will work with our customers to try to address any service concerns as soon as possible and we thank you for your patience during this time.

We always try to give our customers the best possible service, so if there is something you are unhappy with, please let us know.

If you would like to report something to us here are a few of our top tasks

If you would like to make a formal complaint there are two stages

Stage 1 - Making a formal complaint to the service area

The first stage will go to the service area where they will launch an investigation and decide on the most appropriate course of action.

New complaints currently suspended - see notice above.

We aim to acknowledge your complaint within three working days and the relevant service manager will then respond to your complaint within 20 working days.

If your complaint is very complicated, we may need more time, but we will let you know if this is the case.

For some complaints about children's services that fall within the statutory process under the Children Act 1989, you will receive a response within 10 working days. Your acknowledgement will tell you whether the complaint about Childrens Services falls within the Statutory or Corporate process.

More information on the complaints procedure

Escalating to Stage 2