We aim to get it right
We try hard to provide high quality and efficient services. We aim to get it right first time, every time. But things sometimes go wrong - and when this happens, we need to know. Your comments and complaints help to sort out problems and to ensure that similar mistakes are prevented in the future.
Is your complaint about a Councillor's Conduct?
If your complaint is about a councillor's conduct, either a member of this council or one of the parish councils in the district, please go straight to the separate web page Councillors' Conduct - Complaints.
How to Complain
1. Contact us with your Complaint
Most complaints are solved by completing the Feedback Form, or calling 0845 300 6091 during office hours. Please be aware that calls may be recorded for quality and training purposes.
The Council is a complex organisation. If you'd like help in making your complaint, you can ask:
* Your Councillor. Members of the council are there to represent you and you can ask for their help.
* The Citizens' Advice Bureau can help you make a complaint.
* The Council's Customer Services staff will help and advise you how to complain and who to complain to (please use the Feedback Form to get in touch)
For emergencies only, you can call 0845 7089190 out of office hours, including weekends and bank holidays.
2. What to do if you are not satisfied
If a problem isn't satisfactorily sorted out when you complain, ask to speak to the Service Manager. They will do their best to put things right. If you are still not satisfied, or want to comment on your experience, you'll need to make a formal complaint. The council's Complaints Procedure has full details of the process.
3. Making a formal complaint.
Formal complaint must be made in writing using either the Feedback Form, or a letter.
You will receive a formal acknowledgement within working five days of the Council receiving your complaint, telling you who is dealing with your complaint (unless the complaint is answered in under five days).
You will receive a formal response to your complaint within working ten days. If the complaint is complex or involves several services you will be contacted within ten working days, outlining how your complaint is being tackled and when you can expect a full response.
4. Complaining to the Chief Executive
If you are still dissatisfied with the response from the formal complaint the Chief Executive will investigate your complaint. You will get a response within twenty-five working days, giving you the Chief Executive's findings, or outlining how your complaint is being tackled and when you can expect a full response.
5. Complain to the Ombudsman
If you are unhappy with the Council's decision over your complaint, you can complain to the Local Government Ombudsman. They will investigate a complaint independently, but prefer to do so only after the Council has had a chance to deal with it first.