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Our complaints procedure

Dealing with your complaint

We will do our best to resolve your complaint to your satisfaction. We will do this by following the 'Have Your Say' complaints procedure.

  • Stage 1: We will deal with your complaint within 10 working days.
  • Stage 2: We will arrange for a senior officer to do a further investigation within 20 working days if things are not resolved.
  • Stage 3: If you are still unhappy you can contact the Local Government and Social Care Ombudsman.

Visit the Local Government and Social Care Ombudsman website to find out more about taking your complaint further. The 'Have Your Say' scheme document below, gives more detail about the complaints procedure.

Procedure for complaints about health and social care services

You can submit complaints about adult social services via Have Your Say but the procedure for dealing with health and social care complaints is different. Visit the Local Government and Social Care Ombudsman website to find out more about the health and social care complaints procedure.

Procedure for complaints about councillors

Complaints alleging that councillors have breached their Code of Conduct must be made to the local Standards Committee who will decide whether any action should be taken, and if so, what. Find out more about the councillor complaints procedure.

Procedure for children’s services complaints

The council must have a procedure in place for dealing with complaints from children and young people. This will ensure that their voices are heard, and that services improve as a result. Please see the complaints about children’s services page for more information.

Procedure for complaints about schools

Formal complaints about schools can be made to the governing body. The headteacher will provide you with details on how to make a formal complaint. Find out more about complaints about schools.