How to Make a Good Complaint
We want to understand your concerns and put things right wherever we can.
You don’t need to use legal language or write a long letter for your complaint to be taken seriously – clear, plain information in your own words helps us respond more quickly and accurately.
What to include in your complaint
To help us deal with your complaint efficiently, please include:
- What went wrong
Briefly explain what happened and which service or decision you are unhappy with. - When it happened
Dates and times (where relevant) help us look into the issue. - How it affected you
Tell us the impact this issue has had on you or your household. - What outcome you are looking for
For example, an explanation, an apology, a correction, or a specific action.
Keeping your complaint focused on these points helps us understand the issue quickly and respond properly.
Keep it clear and concise
A short, clear complaint in your own words is often more effective than a long one:
- Bullet points are fine
- You don’t need to quote legislation or policies unless you want to
- Please avoid including large amounts of background information that isn’t directly related to the issue
Even a one‑page complaint is usually more than enough.
Using AI tools
Some people choose to use AI tools to help write emails or letters. That’s okay – but please be aware that AI‑generated complaints can sometimes:
- Include incorrect or irrelevant legal references
- Be longer or more complex than necessary
- Make it harder to identify the main issue
If you use AI, we recommend checking that your complaint:
- Clearly explains the problem in your own words
- Focuses on the key facts
- Clearly states the outcome you want
A simple, plain‑English complaint in your own word helps us help you.
If your complaint is unclear
If we cannot easily identify the main issue or what you are asking us to do, we may contact you to:
- Ask you to clarify or summarise your complaint
- Confirm the outcome you are seeking
This helps ensure we investigate the right issue and provide a meaningful response. This approach is consistent with how councils are advised to handle lengthy or unclear complaints.
How we will respond
No matter how your complaint is written – by you or with the help of an AI tool – we will:
- Read it carefully
- Investigate it in line with our complaints process
- Respond in clear, plain English
We will not respond to a formal complaint with automated replies, and a long or formal complaint will not receive priority over a clear one.
A simple reminder
You can write to us in plain language and tell us about your situation in your own words – it’s the facts and the outcome you want that matter most.
No matter how your complaint is written, we will read it carefully and respond in full.
