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What is a Complaint?

What is a Complaint?
A complaint is an expression of dissatisfaction about something the Council said it would do and didn't, or a poor standard of service. This could either be by the Council or a contractor acting on its behalf.

What is not a complaint?
A complaint is not:

• A request for service (e.g. noise problems).
• A request for information or an explanation of Council policy (e.g. level of Council Tax set).
• Matters for which there is a right of appeal to an independent tribunal (e.g. planning applications).

How to Make Your Complaint

Step 1 - You are encouraged to talk your concerns through either in person or by telephoning 01276 707100. Our staff will be pleased to help direct you to the department or officer you wish to discuss your complaint with. If this does not resolve your problem you might wish to speak to the Service Manager.

Step 2 - After this if you are still concerned:

• write to the Council at the contact address above
• complete a complaints form (which are available from the Council offices) or
• complete an online Complaints Form

You can also ask a Council officer to assist you in making your complaint if it is difficult for you to do so.

What Happens Next?
On receipt of your complaint you will be advised who/which department will be looking into your complaint.

How Long Will This Take?
Complaints are dealt with as quickly as possible and are acknowledged in two working days. Some take longer than others but the aim is to reply in full within 10 working days. However, if your complaint is to take any longer, you will receive an explanation as to why and when a full reply may be expected.

Your Right to Appeal
If you are not happy with the outcome of your complaint you can appeal in writing to the Chief Executive explaining your reasons/grounds of appeal. If you are still dissatisfied with the Council's investigations, you can refer your complaint to the Local Government Ombudsman who is independent from the Council and investigates allegations of maladministration by local authorities.