When our 4Cs policy and procedure does not apply
We intend, where possible, to deal with all comments, compliments, complaints and concerns using our '4Cs' procedure.
The only exceptions are for statutory and legal reasons, such as:
- a complaint that has already been heard by a court or tribunal
- a complaint where the customer or the council has commenced legal proceedings or has taken court action
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 admission or 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 Corporate Governance Team; for more information contact the Corporate Governance 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.