We aim to provide a high standard of service to all our customers, but we know we do not always get it right first time.
If you wish to provide general feedback about how we can improve our services, or do not wish to receive a formal response, then please email firstname.lastname@example.org.
Make a complaint if you think we have:
- done something wrong
- failed to provide a service
- not followed correct procedure
We want to help you as quickly as we can.
Due to the nature of some complaints, they may be dealt with on an informal basis and resolved by the appropriate service area. Some responses may come directly from our suppliers or partners.
If you would like to contact the relevant team in the first instance, please use the Contact us page.
When our complaints procedure cannot be used:
- If you disagree with the way we have calculated your benefit entitlement, please visit the Benefit Reviews and Appeals page.
- To appeal a licensing decision (premises, personal or taxi licences), the written decision notice will give details of the relevant rights of appeal. Further information is at the bottom of our licensing page.
- If you believe that you should not have received a parking fine, please visit the dispute a parking fine page.
- Complaints about Elected Members, please visit our Councillors’ code of conduct page.
Making a Formal Complaint
Tips for making a complaint
- Check the service you are complaining about is one we provide using our Contact Us page
- Read the Formal Complaints Procedure below
- Submit your complaint as soon as you can
- Use our online form below
- Include evidence – you can upload photographs, statements, emails and letters on the form
- Specify if you think we have failed to follow a policy or procedure
- Be clear and brief – use numbered lists and headings to highlight important issues
- Tell us what you are hoping to achieve as an outcome of the complaint
The Formal Complaint Procedure
The service manager for the area being complained about, will investigate your complaint and send you a full response within 15 working days.
You have six weeks from the date of our response to come back to us if you feel we have not addressed the issues you have raised
You must explain:
- why you are dissatisfied with the stage one response
- and what outcome you would like to achieve by pursuing a stage two investigation
The head of service will investigate the complaint and prepare a response within 15 working days of receipt of the above points.
Local Government Ombudsman (LGO)
If you are still not satisfied with the outcome, you can refer your complaint to the Local Government Ombudsman via their website www.lgo.org.uk or by calling 0300 061 0614.