If you are unhappy with our services, tell us. We want to know so we can try to put things right.
However, there are times when an issue or a concern is not something we are able to consider as a complaint, such as:
- requests for a service (eg reporting a faulty street light)
- complaints relating to established council policy or the council’s implementation of government policy
- matters for which there is a right of appeal (either within the council or via an employment tribunal), or a legal remedy (eg a penalty charge notice, parking ticket, school admissions, housing benefits, and planning applications);
- complaints which fall within the statutory complaints procedures in operation within Adult and Children’s services
- insurance claims
- requests for the council to engage with a third party over a problem which the council may have some control/regulating function
- complaints which the complainant has known about for more than six months before registering it
- ombudsman complaints (except for those which the ombudsman asks the council to deal with through its complaints procedure)
- complaints that have been allocated or investigated as members or MP’s casework
- complaints from former and existing staff about human resources issues, including appointments, dismissals, pay, pensions and discipline
- commercial or contractual matters, for example contracts for the supply of goods and services to the council
- freedom of information, and data protection subject access requests, or complaints about the decision, the information provided or how a request was handled
- complaints about restrictive contact arrangements, such as but not limited to, single point of contact arrangements and bans
Our complaints process has two stages
Stage 1 - complaint
Complete our online form to complain about a council service. We will respond to your complaint within 10 working days.
If you are submitting a complaint on behalf of another person, you will need to provide signed written consent from the person you are representing before we can take your complaint.
You can also make a complaint by telephone or in writing.
Once you have received your answer, at stage 1, if you are still not satisfied, you may ask for a review.
You must ask for a review no later than 28 days from our initial stage 1 reply.
Within five days we will send you an acknowledgement and the date by which you should receive a formal reply, which should be within 30 working days. If we cannot meet this target you will be sent a progress report.
We aim to deal with complaints fairly and in line with our complaints procedure.
Occasionally, some individuals demonstrate unreasonable behaviour (thoughtless or persistent complaints or complaints made in a threatening way) and our persistent and vexatious complainants policy may be applied.