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Stage 1 Complaint: Informal resolution

We believe it’s best to deal with things straight away.

If you have a concern, please raise it with the person you’re dealing with. They will try to resolve it for you there and then. If there are any lessons to learn from addressing your concern, the person you’re dealing with will draw them to the attention of the relevant complaints officer.

If the person you’re dealing with can’t help, they will explain why and you can then ask for a formal investigation.

In most cases, the service / service area will provide a response to your complaint within 10 working days. Where this is not possible before the response deadline, you will be informed in writing of the reason for the delay, together with the date you can expect to receive a full response.

If you are dissatisfied with the service / service area response, you can then ask for a formal investigation.

The Council has the discretion to go straight to a Stage 2 Complaint: Formal Investigation and you will be advised at the earliest opportunity.