If you have a comment, compliment or complaint, we want your feedback
We aim to give the best possible service to everyone, however, there are times when we don’t get it right and you may want to comment, complain or suggest ways we can improve our service.
Giving us a compliment
We’re always looking to improve the quality of our service, so it’s also important to know when we’ve got something right. You can use this form to pay us a compliment.
Making a complaint
Complaints must be made within 3 months from the date on which there was sufficient information in the opinion of the council to do so. In any event, complaints must be made no later than 12 months after the act, decision etc complained of.
You can make a comment or complaint by
- filling in the complaints (please be aware this page may look different to our main site) or comments form
- phoning the office involved
- phoning the Service Liaison Officer
- writing us a letter
- sending us an email
Alternatively, contact your local district councillor, or contact Citizens Advice.
How the comments and complaints process works
When we receive your comment or complaint, we’ll:
- acknowledge your complaint within 5 working days
- send you the result of the investigation within 10 working days
- tell you what action we’re going to take to solve the problem
- tell you your rights if you’re not happy with the decision
If you’re not happy, you can complain to the Head of Service, Director or Service Manager of the department concerned who will follow the same process outlined above.
If you’re still not satisfied with our response, you can ask the Local Government and Social Care Ombudsman to look into your complaint.
Our complaints policy
We are committed to listening and responding to any issues our customers have. Read our comments, compliments and complaints statement.
See our detailed complaints policy.
Our commitment to equality
We want to make sure that we treat everyone fairly regardless of age, disability, ethnic origin, marital status, race, religion, sex or sexuality.
If you contact us by letter, telephone, email or fax, we’ll send you a copy of our equality monitoring form with your acknowledgement. If you contact us using the online form, we ask you to complete the equality section at the end. The information you provide helps us to monitor our performance in ensuring equal access to our services.
To make a complaint about the conduct of your councillor please use this link.