You can request the issue to be dealt with as a formal complaint by using the online form provided below.
To make it easier for us to resolve your complaint, please provide us with as much information as possible, including the date you initially reported your complaint to the service and, if applicable, the online reference number provided when you submitted your complaint online.
Submit a formal complaint
Formal complaint process
Please note: the Council would not usually consider a complaint through its complaints procedure where there remains an outstanding route of appeal or other judicial process.
Stage 1: Resolution
You will receive an acknowledgement advising that your complaint has been logged as a Stage 1 formal complaint and this will provide you with details of the service investigator that will undertake the investigation into your complaint.
The service investigator will complete a meaningful and informed review and a response will be sent to you within 10 working days. If an officer has been named in a complaint it will not be appropriate for them to respond to the complaint as it will raise questions regarding impartiality and independence of the complaints process.
Stage 2: Review
If your complaint is not resolved your satisfaction you can request a Stage 2 Review. Requests for reviews must be made within 10 working days of receiving the Stage 1 response. You must explain why you are dissatisfied with the outcome of the Stage 1 investigation and what you think the Council can do to put matters right.
Your complaint will be reviewed by a Senior Manager who was not involved in the original complaint. The Senior Manager will not reinvestigate the complaint but will focus on understanding the continuing concerns and whether the Stage 1 Resolution process was undertaken fairly and that the conclusions reached were reasonable. We aim to notify you of the outcome of the review within 15 working days.
If the Senior Manager reviews the complaint and decides that nothing further is to be gained from a Stage 2 review, you will be informed and advised of the next options available to you.
Please note: if it is not possible to complete Stage 1 or 2 within the specified timescales, you will be contacted and informed when to expect a response.
What happens if you are still dissatisfied once your complaint has been through our complaints process?
If we are unable to resolve your problem and you are still dissatisfied with your response the matter can be brought before the Local Government Ombudsman, or the Housing Ombudsman, for independent investigation.
- Local Government Ombudsman
- Complaints against Councillors