Corporate Complaints Policy - January 2026
Accessibility, awareness and advocacy
We want to make it easy for people to raise complaints by providing different channels through which they can do so. This ensures we comply with our duties under the Equality Act 2010. We will make reasonable adjustments for those who may need to access the complaints process. We will keep a record of the adjustments agreed and will keep these under active review.
You can raise a complaint in any way, with any officer. All our officers are aware of the complaints process and can pass details of your complaint to the appropriate person.
Our complaints policy is published on our website and is available in accessible formats. If you require the policy in another format than the one that is available to you, please let us know.
If you want to share your views with the council about a service we provide, but need some support to do this, you can ask someone to act as your 'advocate'. An advocate is someone who can support you to express your views and wishes and can help you to raise a concern or make a complaint. They can contact the council on your behalf if you agree to them doing so. The council will only discuss your concerns with an advocate after you have given your consent for us to do so.
An advocate's role is to listen to your views and concerns and help you to explore your options. They can provide information to help you make an informed decision, accompany you to meetings and contact us on your behalf. An advocate should not give their opinion, try to make decisions for you or make judgements about you.
Professional advocacy services can be accessed through some organisations and charities. Friends, family and carers can also act as an advocate.
See further details of some advocacy services that are available:
- if you have a mental health need and require support, information is available on our support for people with mental health needs webpage
- the Citizens Advice Bureau can also provide advice and guidance in making a complaint
- if you are a child or young person the National Youth Advocacy Service can provide individual advocacy and arrange of information, advice and support to ensure your voice is heard when decisions are being made about you
