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Customer feedback and complaints policy

An overview of the process

The Council aims to resolve complaints at the earliest opportunity. The Council's process for handling complaints involves an initial attempt within five working days to resolve issues quickly, this may involve a telephone call from a Council Officer, and this process is called Early Resolution.

If you remain dissatisfied following this early intervention, you may request your complaint to be considered at Stage 1 (Investigation) where a Council Officer will undertake an investigation into your complaint and provide a written response.

If after Stage 1 you still remain unhappy, you can request that your complaint is considered at Stage 2 (Review) where a Senior Officer/Manager will undertake a review of the Stage 1 Investigation.

A written response will be provided, including details about next steps and contact details for the complaints regulator, the Local Government and Social Care Ombudsman.