Stage one:
Contact the Complaints team

Your complaint will be acknowledged in writing within two working days and you will be given information about who is dealing with your complaint. You will receive a decision explaining any action to be taken within 10 working days. If this is not possible, you will be told the reason why.

If you are not happy with the Council's response at stage one, you need to refer to stage two. The Complaints team do not take part in the first investigation.

Stage two:
Appeal to the Complaints Manager

An investigator who has had no involvement with your complaint will review your case. This includes how the matter was dealt with, the circumstances of your case and the decision reached. We will acknowledge your complaint within two working days and reach a decision within 15 working days. If a case is very complex and we need more time, we will keep you informed about the progress of your complaint.

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 information about the Local Government Ombudsman, see the link in 'Related Links'.