We're experiencing issues with our telephones
Monday 27 October: 10am. We're aware that our main telephone number (01252 622122) is unavailable. We're investigating the issue and hope to fix the problem as soon as possible.
Our two stage complaints process
We have a two-stage procedure for making a complaint about a council service
We take all your feedback seriously, but we like to resolve any issues informally, if possible, before you make a formal complaint.
This guide takes you through a summary of the stages, from informal complaints to requesting a review of our decision from the Local Government and Social Care Ombudsman.
Our Complaints Policy has more detail about the process.
What do we define as a complaint?
A complaint is any expression of dissatisfaction about the way in which we have provided a service. This could be:
- unexplained delays in taking action
- failing to provide a service as promised
- administrative errors when making a decision. This does not necessarily mean the decision we've reached if you disagree
- not following the law or our own policies
- broken promises
- bias or unfair discrimination
- rude, unhelpful, or improper behaviour by staff
- poor communication from staff