Corporate Complaints Policy - January 2026
Complaints about a service delivered on behalf of the council
Where a complaint relates to an organisation that provides a service on behalf of the council, that organisation will undertake the stage 1 investigation of your complaint. Any organisation providing a service on behalf of the council will be expected to handle complaints in line with this policy.
Complaints about the actions of the council while undertaking its enforcement responsibilities (more commonly known as bailiffs) will be addressed under this policy and directed to the Local Government and Social Care Ombudsman (LGSCO) once a final response has been issued. Complaints about a contracted enforcement firm and agents, will also be addressed within this policy but will be directed to the Enforcement Conduct Board (ECB) once a final response has been issued. The LGSCO and the ECB have a memorandum of understanding detailing how they will work together on such complaints. The signed agreement can be found on the Local Government and Social Care Ombudsman website.
