Our complaints procedure

Dealing with your complaint

We will do our best to resolve your complaints about council services. We will:

  • Step one: Deal with your complaint within 10 working days.
  • Step two: Carry out a full and fair investigation within a further 28 days if things are not resolved.

We will keep you informed if our investigation needs to take longer or if it needs to be handled differently.

Not happy with the way we have responded to your complaint?

If you are unhappy with the way we have dealt with your complaint you can contact the Local Government Ombudsman. The ombudsman investigates complaints about council matters if the council in question has exhausted its own complaints procedure.

Visit the Local Government Ombudsman website to find out more about taking your complaint further.

Procedure for complaints about health and social care services

You can submit complaints about social services via Have Your Say but the procedure for dealing with health and social care complaints is different. Visit the Local Government 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 this 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.