Formal corporate complaints
If you have raised an issue with a service area of the council and do not feel that this has been adequately dealt with then you may wish to submit a formal complaint to us.
Corporate/formal complaints are managed by our Corporate Complaints and Performance team and an acknowledgement will be sent once this is picked up by the team and passed on to the correct service, we aim to do this within five working days of receipt. When responding to complaints, the following timescales will apply:
- stage 1 - complaints are to be responded to within 15 working days of receipt
- stage 2 - responses are due within 20 working days from receipt of request to escalate the complaint.
In exceptional circumstances we may require a longer investigation time, in this instance we will contact you to advise of the new timescale.
You may also find useful information in our feedback frequently asked questions.
If you want to contact the council to provide feedback or raise a request which relates to COVID-19, please use our dedicated COVID-19 feedback form. For all requests we aim to respond within our usual time frames. However, we have taken the decision to put in extra measures assessing and prioritising contact with vulnerable residents. This may cause a delay in acknowledgment and response for others.
We appreciate your patience and understanding during the current pandemic.