Make a complaint

You will get a response saying we have received your complaint within 5 working days. 

We will also let you know if we:

• can investigate your concern
• cannot investigate your concern

Complaints process

There are 2 response stages when you make a complaint.

Stage 1

As part of stage 1, an officer in the relevant service will look into your complaint. We may also contact you during the investigation for more information.

We aim to reply within 10 working days (after you have received an acknowledgement from us) with a full response. If we need more time, we will tell you why and when you will get a response.

Stage 2

If you are not happy with the outcome you received at stage 1. You have the right to ask for a review.

If you do this, you should let us know what you feel has not been answered in your stage 1 response. If we progress your complaint at stage 2, a different officer will review the complaint and reply within 20 working days, or advise you if the reply will take longer. This is the final stage of the our complaints process.

Complaints policy

Go to our complaints policy to find out how how we handle complaints.

Unreasonable complaints procedure

Go to our unreasonable complaints procedure to understand how we manage this type of behaviour.

Taking your complaint further

If you are still not happy, you can make a complaint to the Local Government Ombudsman, who may be able to help you.

They independently investigate complaints about councils.