We define a complaint as a - “A clear expression of dissatisfaction about a Council service (whether that service is provided directly by the Council or by a contractor or partner) including the standard of service, action or lack of action, decision taken by the Council, or the way in which staff carry out their duties.”
You can complain if you think we have:
- Done something wrong
- Behaved unfairly or not politely
- Not carried out a service to an agreed standard
- Not responded to your request for a service within our stated timescale
- Not provided a service to the standard stated
- Staff who are rude or unhelpful
- Not followed our own policies, rules or procedures
- Made a decision without consideration of all of the facts
Our Customer Feedback Policy also lists items that will not normally be considered as a complaint. These include:
- A housing repair
- A request for compensation
- Issues that are in court or have already been heard by a court or a tribunal
- Commercial or contract matters
- Wanting information or an explanation of a council policy or practice
- An appeal against a Housing application or statutory notices (these are dealt with under other procedures)