- I've been told my issue is a service request and not a
complaint. What's the difference?
-
If you haven't contacted us previously concerning your issue, it
is a service request, e.g. a report of an incident of flytipping.
If you have contacted us already and the issue has not been
resolved, then it is a complaint.
- How long will it take for you to respond to my complaint?
-
You will be advised in writing but for stage one complaints, we
are committed to respond in ten working days. If it is a stage two
complaint, we will respond within 15 working days. If it is a stage
three complaint, we will respond within 25 working days.
- I want to complain on behalf of a friend or relative. Can I do
this?
-
Yes, providing you have a written and signed authorisation from
your friend or relative.
- I am taking legal action against the council. Can I still
complain?
-
Not if your complaint concerns the legal action. If your
complaint is unrelated, we will still be able to deal with
it.
- I am pleased with the way my complaint has been dealt with. How
can I give feedback about or praise this?
-
The same way as you would make a complaint - either by phone,
email or letter.
- I would like to complain about my councillor. How can I do
this?
-
If you have a complaint about your councillor you should not
make it through the standard complaints procedure; instead, you
should make the complaint to our Standards Committee. The Standards
Committee is responsible for considering complaints that an elected
member (councillors and the Mayor) or a co-opted member may have
breached our Code of Conduct.
- I have a complaint about my data protection request or freedom
of information request. Who should I contact?
-
You should contact the Corporate Complaints Team directly and
they will be able to put you in touch with the relevant
contact(s).
- I want to complain about a council service. Will my complaint
affect the service I receive?
-
No, any complaint you make to us will never affect the service
that you receive. This is also the case for needs assessed services
such as social care. Your complaint will have no baring on your
current service provision or the decision to provide an assessed
service.