Compliments & Complaints
Please be advised that we have taken the decision to put in an extra measures at this time to ensure that we are prioritising our more vulnerable residents, this may result in a delay in responding.
We appreciate your patience and understanding during this time.
We encourage all issues and complaints to be raised directly with services via ourservice issue form, this will ensure your issue/complaint goes directly to the service and can be resolved as quickly and as efficiently as possible.
Before you make a formal complaint there may be another way we can help. You might want to :
Your views, whether critical or complimentary, play an important part in helping us to improve our services. Customer comments, good or bad, are treated with equal weight and are responded to promptly.
Formal Corporate Complaints
If you have raised an issue with a service before and do not feel that this has been adequately dealt with then you may wish to submit a Formal Complaint to the Council.
Corporate/Formal Complaints are managed by our Corporate Complaints and Performance team and an acknowledgement will be sent once this is picked up by the team and passed on to the correct service, we aim to do this within 5 working days of receipt. When responding to Corporate Complaints the following time scales will apply.
- Stage 1 complaints are to be responded to within 15 working days of receipt
- Stage 2 responses are due within 20 working days from receipt of request to escalate the complaint
In exceptional circumstances we may require a longer investigation time, in this instance we will contact you to advise of the new timescale.
If you wish to make a formal complaint please refer to ourCorporate Feedback page
Last updated: 11/01/2021 11:45:55