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.
5.2   The council will only accept complaints made within twelve months of the problem occurring or the resident becoming aware of the issue. It is at the council’s discretion if complaints made outside this time limit are to be considered. These cases will be referred to the council’s Assistant Director (Customer Service & Transformation) for decision.
5.3   If the council decides not to accept a complaint because it is out of time, we will advise the customer, explain why and let them know they have the right to take the decision to the Ombudsman.