Complaints, compliments and comments

Our aim is to put you, the customer, first and provide you with the best possible service. It is important that you have the opportunity to tell us what you think about the services we provide. You can tell us when we get things right, make comments about the things we do and suggest new ways of doing things. You can also tell us when we get things wrong so we can put them right. 

Using the Council’s complaints procedures is one way you can do this. How we deal with your complaint will depend on which service it is about. 

Contact us

We have tried to make it as easy as possible for you to tell us what you think. If you know the member of staff who delivers your service you can speak to them about the problem.

You can also:

• use our online complaints, compliments and comments online form [online form]
• email [email protected]
• telephone us on 01325 406777
• visit us at the Town Hall

How do we define a complaint?

“When someone tells us they are not happy about a service or something we have or have not done has had an effect upon them”

We understand that sometimes it is difficult to complain. If you need to make a complaint we will take your concerns seriously. We will treat you fairly and with respect and you can be confident that you will not receive a poorer service as a result. If we uphold your complaint you can expect an apology and for us to put things right quickly. What we ask in return is that you treat our staff with respect.