Complaints

What is a complaint?

A complaint can be defined as:

It is important to note that this definition is designed not to be too rigid so it doesn’t exclude or prevent customers from making a complaint. An expression of dissatisfaction by one or more members of the public about the Council’s action or lack of action or about the standard of a service, whether the action was taken or the service provided by the Council itself or a person or body acting on behalf of the Council. (Local Government Ombudsman)

When can I complain?

You can complain if:

• A customer may be dissatisfied and wish to complain because:
• we failed to provide a service
• we delayed in providing a service
• we made a mistake in providing a service
• we failed to act in a proper way
• we provided an unfair service

Complaints excluded from the Complaints Procedure

• Issues which are considered under an existing right of appeal (for example, planning appeals and housing benefit appeals) unless the complaint refers to the way the matter has been administered.
• Complaints regarding the merits of a decision taken properly and with all the necessary information (for example, Planning applications - please search applications to then make comments).
• Complaints about Councillors
• Any enquiries that are considered to be a report or request for a particular service. Please see our report it section on the online forms page.

If you wish to complain via our online service, please click Make a Formal Complaint