Corporate Complaints, Compliments and Comments Procedure
Complaints
Our corporate complaints procedure has 2 stages. We aim to resolve the majority of complaints at stage 1 of the procedure.
If you make a complaint we will send you an acknowledgement within 3 working days.
At stage 1 a manager from the service you are complaining about will usually respond to your complaint.
The person looking into your complaint will contact you within 5 working days to discuss the matter with you and ask you what we can do to put things right.
We will send you a full response to your complaint within 20 working days.
If you are unhappy with the outcome at stage 1 you should contact the Corporate Complaints Unit within 20 working days from the date of your stage 1 response to request moving your complaint to stage 2.
At stage 2 the Corporate Complaints Manager will usually investigate your complaint.
Again we will acknowledge your complaint within 3 working days and within 5 working days the person looking into your complaint will contact you to discuss the matter and ask you what we can do to put things right.
We will send you a full response to your complaint within 25 working days. This is the last stage of the Council’s corporate complaints procedure.
If you are unhappy with the outcome of your stage 2 investigation you can refer your complaint to the Local Government Ombudsman.
You can refer your complaint to the Ombudsman at any time. However, the Ombudsman is unlikely to consider your complaint unless we have investigated it fully under the Council’s complaints procedure. For more information visit the Local Government Ombudsman site [external link]
Corporate Complaints, Compliments and Comments Procedure [pdf document]