Corporate Complaints & Compliments

We welcome your comments, complaints and compliments, as this information is used to improve services.

How will we deal with your complaint?

We will acknowledge your complaint within 1 working day and investigate your complaint within 10 working days.

If we cannot meet these deadlines we will let you know why and keep in contact with you. We will contact you by the method and language of your choice.

If you are complaining on behalf of someone else we first need to satisfy ourselves that you have the authority to act on behalf of the person concerned.

We will treat your complaint as confidential unless it is a matter that must be reported such as an illegal activity.

We will deal with your concern in an open and honest way, and make sure that your dealings with us in the future do not suffer just because you have expressed a concern or made a complaint.

Normally we will only be able to look at your complaint if you tell us within 9 months. This is because it is better to look at matters while they are still fresh in everyone’s minds.

Please Note: Timescales will be different for Social Services complaints.

If you have a complaint please complete the Corporate Complaints Form online. Alternatively, If you have a compliment, comment or complaint you can contact the Council in the following ways:

For all Council services (except Social Services)
Call: (01495) 311556
Fax: (01495) 353350
Text: 07786 202915

For Social Services Complaints and Compliments

What you can do if you are still unhappy after our first investigation?

If you are not satisfied with the way your complaint has been resolved at Stage 1, you can ask for it to progress to Stage 2. At this stage, the person who investigates your complaint is not directly involved in providing your service. The contact details for this are:

For all Council services (except Social Services)
(01495) 355087
For Social Services Complaints and Compliments