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We define a complaint as "an expression of dissatisfaction with the Council, its service or its staff".

When we receive a complaint from you, we will:

  • reply to you fully within 10 working days. If we cannot respond fully in that time we
  • will tell you who is dealing with your enquiry and when you can expect a full response
  • investigate your complaint promptly
  • put the matter right as soon as possible
  • send you a written apology where we’re at fault
  • learn from our mistakes and advise you of the changes we intend to make as a result of your complaint
  • provide you with information about making a complaint to the Local Government Ombudsman if you are not happy with how we have handled your complaint

More information about making a complaint or giving feedback


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