Complaints policy and procedure

What is the time limit for making complaints?

5.1. It is far easier to find out what happened and to put things right if complaints are received at the time the issue happened. As time passes it becomes more difficult to investigate events fairly and fully - people's memories fade, staff who were closely involved may have left the council, or records may no longer be available.

5.2. For these reasons, the council will normally only accept complaints made within six months of the incident or circumstances that led to it. However, if there are exceptional circumstances provided by the complainant for the delay in submitting the complaint, the council may make a discretionary decision to consider the matter.

5.3. If the council receives a complaint and decides not to accept it because it is out of time, we will advise the customer and explain why.