Your council

Raise a comment, compliment, complaint or concern

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:

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. 

Corporate Governance Team

West Offices, Station Rise, York, YO1 6GA

Telephone: 01904 554145