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Customer feedback and complaints policy


The Council recognises complaints as a way to understand concerns from members of the public about the services it delivers. Complaints help the Council to put things right, improve service delivery and ensure that members of the public are satisfied with the Council and the services it provides.

What is defined as a complaint?

The Council has considered what the Local Government and Social Care Ombudsman defines a complaint to be:an expression of dissatisfaction by one or more members of the public about:

  • the Council's action
  • the lack of action
  • the standard of a service

This can be in relation to whether the action was taken or the service was provided by the Council itself, or a person, or body acting on behalf of the Council, that requires a response.

The Council will decide on whether the complaint you have made will be dealt with under the Customer Feedback and Complaints Policy or whether it is more appropriate to be dealt with under another council process or procedure.

Complaints are managed by a central team who will provide you with an acknowledgement. The central team will liaise with the necessary service area to provide you with a response.