When our complaints policy and procedure does not apply
We intend, where possible, to deal with all comments, compliments, complaints and concerns using our complaints policy and procedure ('The 4Cs Toolkit').
Other complaint and appeal procedures
Our '4Cs' procedure is not applicable to services which have specific procedures governing their complaints and appeals, such as:
- planning permission decisions or conditions placed on a grant of planning permission
- School admissions appeals or school exclusion appeals
- complaints about a school (we're not responsible; contact the school Head Teacher or Chair of Governors for details of the complaints procedure)
- penalty charge notices issued by our parking enforcement team
- fixed penalty notices for environmental crimes (including dog fouling)
- Anti-social behaviour issues
- Appeals regarding resident parking permits (ResPark)
- Parish councillor or a parish council conduct
- appeals against the exercise of a police power (via the Independent Office for Police Conduct)
- complaints about the independent Rent Officer (via the Valuation Office Agency)
Any complaint relating to social care will be investigated using the relevant statutory procedure through our Complaints, Feedback and Compliance Team; for more information contact the Complaints, Feedback and Compliance Team by email or telephone.
Any complaint relating to the conduct or behaviour of our employees, contractors or partners will be investigated using the relevant council procedure, for example, Human Resources. We'll advise you where this is the case, but we will not advise you of any outcomes. If you're a member of staff contact your manager or HR Advisor in the first instance.
Also see
- Council tax appeals
- Food safety complaints
- Environment and animal complaints (including noise, pollution and mess)
- Housing Ombudsman self assessment
- Parking enforcement
- Building and planning enforcement
- Complain about taxis
- Report fraud