Corporate complaints policy and procedure

Corporate complaints policy and procedure

We aim to investigate complaints efficiently and fairly in line with our policies and procedures.

The council has a two stage procedure that is designed to support the effective management of complaints. Some services have specific statutory procedures and response times for dealing with complaints or appeals.

Stage 1

If you are contacting us about a new complaint, we will direct this to the service team responsible. Please explain why you are unhappy and what you’d like us to do to resolve your complaint.

The service will: 

  • acknowledge your complaint within 5 working days
  • provide you with a case reference number
  • Send you a full response within 20 working days from the receipt of the complaint, or if the complaint falls within the remit of the Housing Directorate, a full response within 10 working days

If a full response is not provided within the time specified, you will be contacted and informed of this, and an extension to this time frame will be agreed with you.

Stage 2

If you have received a stage 1 reply to your complaint and feel that:

  • we have not fully responded to your concerns 
  • you have additional evidence to support your complaint
  • you are unhappy with our proposed resolution
  • you are unhappy with the outcome of our investigation

You can request that your complaint is reviewed at stage 2 of our procedure.

You will need to tell us why you are unhappy and what you would like us to do differently.

Stage 2 complaints are investigated independently by the corporate resolution team. We will replay to your complaint within 20 working days. 

Local government and social care ombudsman or Housing ombudsman service

If you have received a reply to your stage 2 complaint and are still unhappy, you have the right to have your complaint reviewed by the Local Government and Social Care Ombudsman (LGSCO) or Housing Ombudsman Service (HOS).

The Ombudsman service acts independently of the council, and may be able to investigate your complaint if it is within their jurisdiction.

They may make further enquiries of us and will investigate your complaint impartially, and will send a final decision of the outcome to both parties.

You normally would have completed the council’s full complaints process before the LGSCO or HOS will investigate your complaint. However, you can contact the Ombudsman at any time during the complaints process. Access further information and the Ombudsman's contact details in the documents below.

Want to make a complaint?

Use our customer feedback and complaints form to tell us about an unresolved issue.  

You can download a full copy our complaints policy below. The policy is available in alternative formats upon request.

Documents related to the complaints policy