Make a complaint

We understand that raising a complaint usually means something hasn’t gone as you expected, and you may be feeling frustrated or let down. We are here to listen, to understand what has gone wrong from your perspective, and to work with you to put things right wherever we can.

The council defines a complaint as an expression of dissatisfaction about something we have done, not done, or the standard of a service—whether the service is provided directly by the council or by an organisation working on our behalf.

When you share a concern with us, we will look carefully at the information you provide and decide the fairest and most appropriate way to move it forward. Sometimes your issue may need to follow a different process - for example, a legal appeal, a statutory complaints procedure, or another dedicated route. If so, we will make sure it is directed to the place where you can get the right support.

When a concern may not be treated as a corporate complaint

We know it can be disappointing if we cannot take your issue through the Corporate Complaints Procedure, so we want to be clear about when this applies. We will normally not treat a concern as a complaint under this process if:

• You are unhappy with a decision or action that follows an approved council policy.
• The issue affects the wider community rather than you personally.
• There is no evidence that a process was ignored or applied incorrectly.
• You are offering a suggestion for improvement rather than raising a complaint.
• You are telling us about an issue for the first time and have not yet given us the chance to resolve it.

Please read the information on types of complaint we cannot look into for further information on issues that will not be addressed under the Corporate Complaints Procedure

When a complaint may be investigated formally

We will consider a formal complaint investigation when there is evidence of:

• Poor or inadequate service.
• Unacceptable behaviour or treatment by a member of staff.
• A policy or procedure not being applied correctly.

Stage 1 

If your complaint is accepted at Stage 1, we will write to you to confirm:

• What we will be investigating
• Who will be carrying out the investigation
• How long the investigation is expected to take

Timescale:
The Investigating Officer has 20 working days to complete the investigation. This timeframe begins once your complaint has been accepted into the Corporate Complaints Procedure.

Stage 2

If you feel that your complaint was not properly or fairly investigated at Stage 1, you can request a Stage 2 Review. When doing so, please explain why you believe the Stage 1 investigation was inadequate and include any information that may help us understand your concerns.

If a Stage 2 Review is not considered appropriate, we will explain why and guide you on the next steps available to you.

If a Stage 2 Review is accepted:

• A senior manager will carry out the review.
• They will have 25 working days to complete it.
• The timescale starts from the date your request is accepted and passed to the senior manager.

Stage 2 is the final stage of the council’s complaints process.

If you remain dissatisfied after this stage, you have the right to contact the Local Government and Social Care Ombudsman.