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’re 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 to your complaint within 20 working days

If a full response isn’t possible within 20 working days, you will be contacted and informed of this, and an extension to this time frame is agreed with you. 

Stage 2

If you’ve received a Stage 1 reply to your complaint and feel that:

  • we haven’t 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 & social care ombudsman or Housing ombudsman service

If you’ve 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 & 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 have to have completed the council’s full complaints process before the LGSCO or HOS will investigate your complaint.

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 of the corporate complaints policy & procedure (MSWORD, 122.5KB).

Documents related to the complaints policy