The complaints process

Stage 1 - Investigate the complaint

We will acknowledge and define the complaint within the first 5 working days of receipt.

This involves reviewing the correspondence to see if the actions would be something that requires progressing through an alternative method.

The council will then investigate the complaint with the relevant service and respond to you with our decision within 10 working days. Complaints will be accepted unless there is a valid reason which will be explained.

Stage 2 - Review the complaint

If you are unhappy with our decision at stage 1, you can ask us to review it.

Your review request will be assessed within 5 working days by a council officer who was not involved with the original stage 1 investigation.

They will review the handling of the complaint and provide a final response within 20 working days of assessing the review request.

You can find out more in our complaints policy.

If you are unhappy with our review response

 If you are unhappy with our review response If have followed stage 1 and stage 2 of our complaint process 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.

If you are a council housing tenant and the complaint is about the council as a landlord, contact the Housing Ombudsman.

Page last updated: 17 September 2025