Our Two-Stage Complaints Procedure

Our Two-Stage Complaints Procedure

If you wish to make a complaint there are two stages:

Stage 1

In most cases problems can be sorted out quickly and satisfactory at stage 1. Please let us know what your complaint is and what you think ought to be done. You will receive an acknowledgement within 5 working days with a full response within 15 working days.

Stage 2

Where you are not satisfied with what has been done or the problem continues you can appeal, this will be reviewed and a further investigation may be carried out by a more senior officer. You will receive a full response within 15 working days. We will tell you if things need to take longer or be handled differently.

If you remain dissatisfied with the Council's response following the 2 stages, you can contact your local Councillor, MP or the Ombudsman

Data Protection Act

Anyone can make a complaint on your behalf, if you are unable to do so. They will need signed authorisation from you giving your permission along with the letter explaining the complaint. Please be assured that all complaints, comments and compliments will be dealt with in confidence.

Time limit for making complaints 

We will not normally consider a complaint that is made more than twelve months after the individual first became aware of the issue they want to complain about. 

What is a Complaint?

Complaints about Social Services

Last Updated: 6 November 2019