Council services
Complaints process
In order to ensure our services are being provided effectively we have a formal complaints procedure. We use the Ombudsman's definition of a complaint:
'An expression of dissatisfaction about the standard of service, actions or lack of actions by the Council'.
In line with best practice we have a three stage complaints process:
- Stage 1 – an investigation of the complaint by the member of staff receiving it or the relevant team leader or manager
- Stage 2 – an independent investigation by someone unconnected with the service concerned
- Stage 3 – referral to the Local Government Ombudsman or a review panel in the case of social care complaints
We aim to respond to stage one of the process within 10 working days, however if we need a little longer to investigate your complaint we will ask for your agreement beforehand. At stage 2 we aim to complete the investigation process within 25 working days from the date the statement of complaint is signed. Please note that for social care complaints the timescales can, with your agreement, be extended.
To find out more about contacting us through this three stage process see our complaints website page.
To see how customers with special needs can find out about our complaints process visit our customers with special needs website page.
If you are still dissatisfied at the end of this process you may wish to refer your complaint to the Local Government Ombudsman. The Ombudsman acts independently of us and carries out a free, independent investigation of complaints. To find out how to contact the Ombudsman see our complaints website page.
We also have a duty to record racist incidents and any action taken as a result. A racist incident is defined as 'any incident which is perceived to be racist by the victim or any other person'.
Any incidents of this nature are monitored and reported to the Government annually.
