Make a general complaint
You will need to read the information set out in types of complaint we cannot look at and the information below before you submit your online feedback form.
Highways inspections are carried out in line with the Highways Safety Inspection Code of Practice and defects are assessed and prioritised for repair in accordance with this. The scheduling of identified repairs is based on order of priority and the complaints procedure is unable to influence the inspection process and escalate the the repair of lower priority repairs above more urgent defects that are awaiting action.
You will need to refer the following to the council using Report It as they are not complaints:
- First-time notification of a defect.
- A request for an update on the progress of a defect that has previously been reported.
- Notification that the condition of a previously reported defect has deteriorated.
- Defects that have not been repaired but have been categorised and the associated timescale for repair has not been exceeded.
- Disagreement with the categorisation of a defect following inspection.
- Requests to re-open a closed report.
Should you choose to submit an online form or email about one of the above matters, you will receive a standard response directing you to
For information about highways please refer to the highways information pages.
For information about roadworks please refer to the roadworks webpages.
To raise a parking concern please refer to the parking and enforcement pages.
To make a claim for damages you will need to complete a separate process, details of this can be found on our claims webpages.
The Corporate Complaints Procedure will not investigate circumstances whereby you are dissatisfied with the outcome of a claim you have made against the Council. This is because matters regarding liability are addressed by a specific claims process and there is an alternative route available to you if you are unhappy with the decision. Information on what action you can take with regards to this is set out on the Council's highways claims webpage. You will also be provided with information on the next steps available when the outcome of the claim is determined and communicated to you. Should you choose to submit correspondence using the online form or by email to the Council, you will receive a standard response, directing you to the information on the Council's claims webpages.
The following are not applicable for consideration under the Council's Corporate Complaints Procedure.
- Suggestions for improvement of a council service.
- General dissatisfaction with a Council decision that has been made inline with policy.
- Council action or lack of action that affects more than one individual, such as local highways or community issues.
- If the person complaining is not the person primarily affected by the issues raised
The council defines a complaint as an expression of dissatisfaction about an action or lack of action or about the standard of service, whether the action was taken or the service was provided by the us or a person or body acting on our behalf.
The use of the word ‘complaint’ does not mean that an expression of concern will automatically enter the complaints process. We will assess the nature of the concerns raised and will allocate the feedback, complaint or enquiry in accordance with eligibility.
Examples of the types of complaints that the policy may cover are:
- Failure to provide a service that has been requested outside of advised timescales.
- Inadequate standard of service.
- Treatment by or attitude of a member of the council.
- Failure to follow the appropriate procedure or policy.
Where possible, every attempt should be made to deal with issues quickly and informally and at the point of service delivery. Most complaints will be addressed under this initial part of the process. Informal Resolution will normally be carried out directly by the relevant service area and it is expected that Informal Resolution should take a maximum of 10 working days.
Stage 1 - Local Resolution
A complaint will be escalated to Stage 1 normally because the concerns raised require a detailed investigation which may require a file or records review and staff interview.
You will receive written notification if your complaint is to be investigated under Stage 1. This will include details of:
- What matters will be investigated.
- The name of the allocated investigating officer.
- Details of the timescale
The allocated investigating officer is allowed 20 full working days to investigate the complaint.This timescale starts from the day on which it has been decided that a complaint can enter the corporate complaints procedure at Stage 1 and when the complaint is sent to the allocated investigating officer.
Stage 2 - Review
The purpose of a Stage 2 Review is to provide an opportunity to identify where you feel the complaint was not adequately investigated at Stage 1and you will need to provide evidence to support your request. A Stage 2 will not:
- Re-investigate the Stage 1 complaint.
- Take place based mainly on your disagreement of the findings of the Stage 1 or whereby you have been unable to provide a good reason or sufficient evidence to dispute it
If we do not think that a Stage 2 Review is appropriate, we will write to you to tell you why and advise the steps you can take should you be unhappy with this decision.
You will receive written confirmation if your complaint is to escalate to Stage 2. The complaint will be passed to a senior manager within the council and they are allowed 25 full working days to complete the Stage 2 Review. The timescale begins when it is decided that a Stage 2 Review will take place and is sent to the senior manager.
This will be the full and final response to your complaint and you have the right to take your complaint to the Local Government and Social Care Ombudsman should you remain dissatisfied.
The Local Government and Social Care Ombudsman
If your complaint has been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint.
The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.
The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks but can be longer for social care complaints that follow a statutory process.
Please note that on occasion there are complaints the LGSCO cannot or will not be able to investigate. In such circumstances, the LGSCO will explain clearly if this is the case and the reasons why this decision has been given.
Website: The Local Government and Social Care Ombudsman
Telephone: 0300 061 0614
Opening hours - Monday to Friday: 9am to 12 noon (except public holidays)
Make a complaint online
You can fill out our online form which will be directed to the relevant department for you.
Make a complaint by email
You can email us along with attachments and supporting information.
Make a complaint by phone
Call: 0300 111 8000
Mini-com users: 01785 276207