The complaints policy has two stages that are outlined in more detail below:
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Stage 1: Service Area Investigation
Your complaints will be acknowledged in writing within 2 working days and you will be given information about who will be dealing with your complaint. You will receive a letter explaining any action to be taken, within 10 working days. If this is not possible, you will be told the reason why and a new completion date given.
- Stage 1 complaint resolved - feedback used to improve services.
If customers are not satisfied with the Council’s response at this stage, they should escalate the issue to the next and final stage of the Complaints Procedure. |
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Stage 2: Appeal to the Complaints Manager
A Customer Relations Officer who has had no involvement with your complaint will review your case. This includes the procedure followed, the circumstances of the case and the decision reached. We will acknowledge your complaint within 2 working days and reach a decision within 15 working days. If a case is very complex and this is not possible we will keep you informed about the progress.
- Stage 2 complaint resolved - feedback used to improve services
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Stage 3: The Local Government Ombudsman If you are not satisfied with the Council’s final decision, you can refer the matter to the Local Government Ombudsman. The Ombudsman will look into the actions of the Council and will investigate further if they feel maladministration has occurred. The service provided by the Ombudsman is free of charge.
For more information about how to complain to the Ombudsman visit their website at www.lgo.org.uk or call the LGO Advice Team on 0300 061 0614. |
For more information on our complaints procedure download the 'Complaints Procedure leaflet' in Downloads'.
