The Customer Feedback Procedure
We will thoroughly and fairly investigate all complaints. If we don't agree with your complaint, we will tell you and explain how you can take the matter further if you are not satisfied with our response.
It would be helpful if you could provide personal details in case there are any points we need to clarify.
There are four separate stages that any complaint may go through. The stages are explained briefly below. If you need more information, you can contact us at the address or phone number given at the bottom of this page.
Stage 1* is when the staff who provided the service being complained about, or their managers, are given the opportunity to sort out any complaints. You will receive an acknowledgement to say we have received your complaint. You should expect a full response within 15 working days. We aim to sort out most complaints satisfactorily at stage 1.
*An individual Service Manager who is the subject of a complaint will not be directly involved in the investigation. Any such complaint will be dealt with by an appropriate Senior Manager within the council, similar to Stage 2 of the complaint procedure but answered within 15 working days.
Stage 2 is when someone is not satisfied with the outcome of stage 1. We refer a complaint at stage 2 to the relevant corporate director, who will arrange for the complaint to be reviewed by a senior member of staff. You should expect a response within 20 working days.
Stage 3 is when someone is still not satisfied with the outcome of stage 2. They can ask for the matter to be reviewed by the Monitoring Officer who is our Corporate Complaints Officer. You should expect a response within 25 working days.
Stage 4 is when someone is still not satisfied after stage 3. They can then refer the complaint to the Local Ombudsman - the independent local government watchdog.
You can write to the Local Government Ombudsman at:
Local Government Ombudsman
PO Box 4771
Phone: 0300 061 0614 or 0845 602 1983
You can also text 'call back' to 0762 480 4299
For more information on the Local Government Ombudsman or to make a complaint on line click here.