Complaints

By giving our residents a voice, we can use the feedback we receive to inform, review, and improve the services that we provide or commission. We aim to provide a high standard of service, however there are occasions where people may feel that this standard has not been met. 

We want to hear about these experiences so that we can: 

• Learn from your experience.
• Put things right where needed.
• Resolve complaints as soon as we possibly can.

Coronavirus - important information

The Council's key priority during the growing Covid 19 crisis is to keep vulnerable adults and children in the community safe. This is a significant challenge that will have an impact across all council services as available staff resource is being targeted towards providing essential services and supporting communities. As a result the Council's ability to respond to complaints or enquiries raised via the online feedback form or by email will be affected.

Please be assured that if you have submitted a complaint or enquiry that this will be responded to in due course however the Council in unable to guarantee responses timescales as published on our website.

For information and updates about the Coronavirus please refer to our webpages.

Coronavirus update from the Local Government and Social Care Ombudsman

The Ombudsman has suspended all casework activity that demands information from, or action by, local authorities and care providers, in light of the current Coronavirus outbreak.  This step has been taken in the wider public interest

Updates on this situation can be found on the Ombudsmans webpages .

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  Make a general complaint

  You can register a concern about a council service.
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  Make a complaint about social care

  Register a concern about a service for adult or children's social care.
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  Types of complaints we can't look at

  Find out about certain types of complaints that are not intended to be dealt with by our corporate complaints policy.
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  Freedom of information complaints

  Our Access Team can help with any complaints about freedom of information requests.
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  Make a complaint about a county councillor

  If you are unhappy about the way a member of the county council has behaved you may make a complaint to us.
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  How to contact us

  If you have any questions on our corporate complaints process, please contact us.

You can also get in touch with our customer services contact centre.

You can find out how we use and process personal information when responding to concerns registered on our complaints handling privacy notice.