If you are contacting us for the first time about a problem, we may treat this as a service request. This is often the quickest way to get your issue resolved.
If you’ve contacted us about an issue and you are not happy with how it was handled, you can make a formal complaint.
We will consider your communication a formal complaint when you express dissatisfaction with our standard of service, actions or lack of action.
We will reply within 15 working days
You may use AI tools to help write your complaint, but please ensure all information is accurate and based on your own experience as AI can produce errors or invented details.
You are responsible for the content of your complaint and we may ask for clarification if anything appears unclear or incorrect. We may not respond to every correspondence and will reply only where we consider it necessary or appropriate.
What to expect when making a formal complaint:
Stage one
- When we have received your complaint, an acknowledgement will be sent within 5 working days.
- We will investigate your complaint and a senior manager will reply to you within 15 working days.
Stage two
- If you are dissatisfied with the response, and can provide additional evidence, please write to our Complaints Co-ordinator who will review your complaint with the relevant Chief Officer.
- A written reply will be sent within 20 working days after acknowledgement.
Stage three
- If you are still unhappy with the way we have dealt with your complaint, you can ask the Local Government and Social Care Ombudsman to look at your case. Visit the Local Government and Social Care Ombudsman's website for more information.
Please provide all the relevant information to help us deal with your feedback. If we need longer to give you a full response, we will contact you.
Councillor complaints
Find out how to make a complaint against a Councillor.
Ombudsman's guide to making a complaint