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Make a complaint about other council services

We all know that sometimes things can go wrong. If this happens we need to know so we can put it right, and learn from what you say.

Before you make a complaint

Before you make a complaint, you could try one of the following services first:

What can you complain about?

The types of things that we would expect to receive complaints about are:

  • if we fail to respond to a routine service request or don't act in time
  • if you receive inadequate or unsatisfactory service
  • if we fail to follow policies, rules or procedures
  • if you experience any discrimination, harassment or unhelpful behaviour from staff
  • if we give you any inaccurate or misleading information.

Who can make a complaint?

Anyone can make a complaint about the service that we provide.

What do you need to tell us?

When you make a complaint we will ask you for:

  • details of the complaint you wish to make
  • what you would like us to do to make things right
  • copies of any documents you have supporting your complaint
  • your contact details so that we can respond to you
  • details on any accessibility needs you might have (for example, if you use an induction loop, or need a translator or interpreter).

Please provide as much information as possible about your complaint.

Make your complaint online

You can make a complaint using our online form.

Make a complaint

Other ways you can complain

You can also make a complaint by calling us on 01225 394041

What happens after you complain?

We will acknowledge your complaint with a case reference number within five working days. We will provide a full response within fifteen working days. If we need more time to respond, we will contact you to tell you when you can expect a full reply. We will also tell you what you can do if you are not happy with how your complaint was handled when we respond to you.