Corporate Complaints Policy - January 2026

There are circumstances when there is a valid reason for not accepting a complaint. Each complaint will be considered on its own merit.

Examples of complaints that may not be accepted include:

Complaints about a council policy

Such comments will be forwarded to the relevant service for consideration. If, however, you feel that you do not have equal access to a council service, or you have been treated unfairly under a policy, your complaint may be considered under this procedure.

Anonymous complaints

For example, complaints where you do not provide your name or contact details, or say you wish to remain anonymous, will be investigated, however it will not be possible to provide a response. If, however, an anonymous complaint does not provide enough information to enable the council to investigate or to take further action, the council will not investigate. Anonymous noise complaints cannot be investigated.

Complaints about schools

All schools have their own complaint procedures and in the first instance complaints should be directed to the schools. However, if you feel your complaint would not be appropriate to be forwarded to a school, the council may consider whether it is appropriate under this policy. We will tell you if we are unable to accept your complaint and the reasons why.

Complaints about Elected Members and Councillors

These are reviewed separately under the council's Code of Conduct for Members.

Insurance claims

Complaints involving personal injury and loss or damage to property will be dealt with separately by the council's Insurance Team and not under this policy. 

Employee conduct or behaviour

Complaints about officer's behaviour either in isolation or as a wider complaint can be submitted. These will always be investigated however depending on the nature of the complaint, it may not be possible to share with you the full details of the investigation and outcome. The council will decide whether individual action against an employee is required following investigation of a complaint, the details of any action taken is the personal data of the employee and will not be shared with you.

Complaints about being required to pay full council tax

Residents can put in an application for a council tax reduction. If the person is not satisfied with the council's decision on their application, they can ask the council to review its decision. If the council refuses to change its decision, they can appeal to the Valuation Tribunal. This is the process set out in law for a person to challenge a council's decision on their entitlement to a council tax reduction and we generally expect it to be used. We also cannot investigate the terms of our council tax reduction scheme. There is an appeals process within our Council Tax Reduction Scheme under S13A and Schedule 1a of the Local Government Finance Act 1992. Ultimately, appeals may be made to the Valuation Tribunal.

Where there is an existing appeals process

The council will not deal with complaints where there are existing appeals processes. You will be advised of the relevant appeals process and given details of how to make an appeal. An example of this may be the school admissions panel who deal with matters of dissatisfaction regarding decisions on school placements.

Where matters are subject to legal proceedings

If legal action is being taken either by yourself or by the council, the council may not deal with your complaint if it is considered that to do so would prejudice the conduct of those proceedings. There may also be circumstances where a complaint may need to be put on hold until after the legal proceedings have taken place. In either case, you will be informed of the council's decision.

Complaints regarding data protection or misuse of personal information

Complaints regarding the use of personal information will be investigated with under the council's Data Breach procedure. For example, if you think your personal information has been breached.

Complaints regarding personnel matters

Complaints from council employees regarding matters concerning the workplace will not be dealt with under this policy. Complaints should be reported to a line manager or Human Resources directly. Council officers can confidentially report any concerns about aspects such as fraud or corruption to bullying and harassment in the workplace via the Council's Confidential Reporting Policy.