Our Three-Stage Approach

Whilst we hope to resolve complaints at an early stage, our procedure gives you the option of taking your complaint further and asking the Council to take a fresh look at the issues. At each stage, we will acknowledge receipt of your complaint, and send you a full, written reply within 10 working days. If we need longer to investigate thoroughly, we will let you know why within the 10 day limit and also how long it will take.

Stage 1: Please contact (ideally, in writing) the team or member of staff who provides the service.

Stage 2: If you are not satisfied with the reply, please notify the relevant Head of Service (ideally, in writing) within 20 working days.

Stage 3: If you are not happy with the Service Head's reply, please write to the Chief Executive within 20 working days.

If you remain dissatisfied with the Council's response to your complaint, you can refer the matter to the Local Government Ombudsman.