Three stage complaints procedure

Stage one

First contact us by:

• filling in our online comments, compliments or complaints form
• letter
• telephone
• fax
• email
• in person or via an elected member.

to report any service failure or problem and we will try to put it right with the minimum delay.
If you are not satisfied then you may take your complaint to Stage two.

Stage two

Formal investigation

A complaint will be investigated in a structured way and reported back to you. It would be helpful to have the details of your complaint in writing at this stage.

If you are not satisfied then you may take your complaint to Stage three.

Stage three

Appeal

You can have the matter reviewed if you are not satisfied following the formal investigation.

Stage three is the final stage of our council complaints procedure. However, if you are still dissatisfied with the outcome, you will be given details of how to contact the Local Government Ombudsman (opens in a new window).

We aim to acknowledge all written complaints within three days and provide a full response within 15 working days (if more detailed investigations are required this may be extended to 28 calendar days).

Full details may be viewed in our Comments, Compliments, Complaints Procedure which is available to download from the related documents section.