Many people don't like to complain because they feel it is a negative thing to do or makes them seem unreasonable. Because of this we frequently find it difficult  to be clear whether a customer is making a general point or a complaint that we need to put through our complaint process.

A complaint is…

Any expression of dissatisfaction, however made, from a member of the public about the level or nature of a council service or policy, or the way in which the council's staff carry out their duties.

Though this means you don't have to say 'I want to make a complaint' it is helpful and clearer to both us and you if you do. It's your right and avoids all doubt as to how we need to record and respond to what you have to say.

If we don't have all the information we need to deal with a complaint we will have to contact you to request it. This adds to the time taken to resolve it. So before you make a complaint take a little time if you can to prepare what it is you want to say. Be specific and focus on the issue - what, why, when, where, who - and briefly explain all the relevant circumstances surrounding your complaint.

A complaint isn't…

A request for a service that is made for the first time. For example if you report a street light not working we will treat it as a service request that we aim to fulfil by repairing it within 48 hours. If you then tell us we have failed to do that - it's a complaint.

Making a good complaint

You can make your complaint in the way that is most convenient to you. For most complaints you can phone, e-mail, complete the contact form on our website, send a letter or call in to one of our reception points.

If we don't have all the information we need to deal with a complaint we will have to contact you to request it. This adds to the time taken to resolve it. So before you make a complaint take a little time if you can to prepare what it is you want to say. Be specific and focus on the issue - what, why, when, where, who - and briefly explain all the relevant circumstances surrounding your complaint.

How will we deal with your complaint?

All complaints will be treated fairly and given equal importance. 'How was it for you?' is our process for handling complaints about most services but for complaints about some we must by law follow the special rules and timescales set by central Government.