What happens when you make a complaint

The process of making a complaint is set out below.

When you make a complaint, we will:

  • Acknowledge receipt of your complaint within three working days and tell you who will be investigating your complaint.

  • Deal with your complaint quickly and fairly.

  • Provide a full written response within ten working days, or keep you informed if this is not possible.


The complaints process is split into two key stages:

Stage 1 - Investigation

A new complaint will be recorded as a formal complaint at Stage 1 of the council's complaints procedure.

The complaint will be investigated and responded to by an appropriate officer from the service concerned or the partner organisation that delivers the service on our behalf.


Stage 2 - Review

If you are not satisfied with the outcome or the way the complaint has been handled, you can contact us to request a review under stage two of the procedure.


Diversity Monitoring

To help us design services that meet our customers' needs you may be asked to complete some diversity questions when passing us compliments, comments or when making a complaint. Any information you give us will be used in the strictest confidence. The information supplied will only be used for statistical purposes and will not be passed to other organisations.