The corporate complaints process
It is important to us that we are dealing with complaints in an open and honest way. We want you to understand how we are handling your complaint and how you can progress it if you are unhappy with the initial outcome.
The complaints process cannot be used where there is an existing statutory or relevant alternative method of addressing the issue like an:
- insurance claim
- school complaint
- SEN appeal
- parking, PCN, Blue Badge and Freedom Pass appeals
- where legal action is taking place or intention to start legal proceedings
- appeal about housing benefit awards
- applicant has a housing register application to the council and a right to appeal.
Our corporate complaints procedure has two stages.
Stage one
We hope to resolve all complaints at this stage. Once you have submitted your complaint and we have looked into it, we will respond within 20 working days.
Stage two
If you are unhappy with our stage one response, you can ask for a stage two review. A relevant senior manager or an officer acting on their behalf will review your complaint within 20 working days. If you are unhappy with the response, you should get advice on your complaint from outside the council.
Our promise
We are committed to giving you the best possible service. It is only by listening to your views that we can find out what we are doing well and what needs to improve. If you are making a complaint we will carry out enquiries independently and fairly, deal with your complaint as quickly and effectively as we can while maintaining confidentiality and keeping you informed of progress.
We want to reassure you that the service you get will not be affected if you raise concerns or make a complaint.
Whenever you contact us, we will always:
- be polite and treat you with respect
- give you honest and clear advice
- make it clear what we can and cannot do
- not pass you from one person to another
- listen to your views
- admit when things go wrong and do our best to put them right.
If you are making a complaint, we will also:
- carry out enquiries independently and fairly
- deal with your complaint as quickly and effectively as we can
- maintain confidentiality and
- keep you informed of our progress.
What we ask you to do
- treat us politely and with respect
- tell us when things go wrong so that we can put them right.
If you still wish to make a formal complaint, please complete the complaints form.