Complaints procedure

Stage 1- Speak or write to the Service Manager

If you have a complaint you should first speak or write to the relevant Service Manager and explain your problem so that we can try to put this right for you.

Please note that the following will not usually be treated as complaints:

  • requests for a service e.g. reporting a housing repair
  • requests for information or an explanation of council policy or practice
  • matters for which there is a right of appeal or a more appropriate or prescribed legal remedy
  • complaints about the conduct of councillors, which should be reported to the Monitoring Officer (Borough Solicitor)
  • complaints about decisions in respect of licences, permits, approvals, consents, permissions or registrations or any related enforcement actions.  

Stage 2 - Submit a formal complaint

If, after speaking or writing to the Service Manager, your complaint remains unresolved, you can either:

  • Submit a complaint form online
  • Contact Customer Services on 01695 577177 who will complete a complaints form with you over the phone.  

Your complaint will be investigated by the Head of Service who will aim to respond within 10 working days. 


Stage 3 - Ask the Chief Operating Officer for a review

If you believe your complaint remains unresolved, then the final stage of the complaints procedure is a review by the Chief Operating Officer. Please explain fully why you believe your complaint remains unresolved. The Chief Operating Officer will aim to respond within 10 working days.

If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint. The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service. The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks but can be longer for social care complaints that follow a statutory process

For more information please call Customer Services on 01695 577177