Contact our 'customer complaints and feedback team' to make comments, compliments, complaints and suggestions by telephone or email. Alternatively you can 'have your say' using our online form:

Make a complaint or suggestion

Dealing with your feedback and complaints

Find out about 'how was it for you?' our system for dealing with your feedback and complaints or download information about our complaints and customer feedback policy and procedures.

To help us deal with your complaint or suggestion please be specific about what you want to say. We can offer a faster response and resolution of you can and focus details such as, what, why, when, where, who is involved and briefly explain all the relevant circumstances surrounding your feedback.

All feedback will be treated fairly and given equal importance, but complaints about some services must by law follow special rules and timescales set by central Government.

Complaints

A complaint is 'any expression of dissatisfaction, however made, from a member of the public about the level or nature of a council service, 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 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.

A 'request for a service' that is made for the first time is not a complaint. 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, then it's a complaint.

Report issues without making a complaint

Contact us via our customer centre if there's an issue you need help with, which isn't a 'complaint' about our services.

Further investigation of complaints

If you've been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman (LGSCO) to review your complaint.

The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.

The Ombudsman expects you to have given us the chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks but can be longer for social care complaints that follow a statutory process.

About the Ombudsman

The Local Government and Social Care Ombudsman is the final stage for complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care.

Contact the Ombudsman

Opening hours: Monday to Friday, 8.30am to 5.00pm (except public holidays)

Also see

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