Corporate complaints procedure

We have a two-stage process:

Stage 1:

Make a complaint

We will confirm that we have received your complaint and let you know who will be investigating within five working days.

The Investigating Officer will review the case, talk to everyone involved and confirm the outcome of your complaint within 20 working days.

If you are dissatisfied with the investigation of your complaint you can ask us to review your complaint again – this is “Stage 2” of our complaints process.

Stage 2:

You must contact us within 14 days of receiving your letter saying why you are dissatisfied and the outcomes you want from a further investigation.

We will ask a more senior manager to carry out an independent review of your complaint – we will write to you within five working days to let you know who this person is.

They will ask you about your experience and record the details of your complaint in writing. They will also talk to other people involved in the case.

They will give their report and recommendations to the Head of Service for a decision.

The Head of Service will write to you to tell you their decision and send you a copy of the report. This should be within 30 days of receiving your letter.

This is the end of the Council’s complaints procedure.

If you remain dissatisfied with the Council’s investigation of your complaint you can escalate your complaint to the Local Government Ombudsman.

For more details see our: