The Complaints Process

This procedure is based on a three staged process.

Pre-Complaint – Resolved no further action

This is where we attempt to resolve the complaint as soon as we are made aware of the issue.

We know that this will not always be possible, in which case the complaint will proceed to Stage 1 in the complaint process.

Stage 1 – Investigate the complaint

We will acknowledge your complaint within 2 working days.

The Directorate that provided the service will investigate the complaint and respond within 15 working days unless it is a complaint for Adult Social Care which is 20 working days.

Stage 2 – Review the complaint

If you are unhappy with our decision at Stage 1, you can ask us to review it. You will need to explain why you feel our decision is incorrect.

Your complaint will be looked at by an independent council officer within 5 days. They will triage your request.

We will respond within 20 working days after this.

You can find out more in our complaints policy

Unhappy with the outcome?

Once you have followed the council’s complaints policy and are still unhappy, you may want to ask the appropriate ombudsman to consider your complaint.

Visit the Local Government and Social Care Ombudsman website or, if you are a council housing tenant and the complaint is about the council as a landlord, contact Housing Ombudsman.

Page last updated: 31 July 2025