Who will deal with my complaint?
By complaining you give us the opportunity to put things right and review the way we do things in future.
We have trained investigation officers in each service, who will deal with your complaint; they will send you an acknowledgement within three days of receipt and tell you when a full response will be made. Our aim is for this to be within 15 working days.
If your complaint is found to be justified
You will receive a written apology and we will carry out a review to see if we need to make any changes to our procedures or systems. If you have suffered a financial loss, or have spent an unreasonable amount of time pursuing the complaint, we will make a decision on whether we should compensate you.
If you have made a complaint and are unhappy with our first response
If you are unhappy with the response you get from the first investigation we carry out, you may refer your complaint to Customer Services, who will carry out an independent investigation. If you are still unhappy with the response we give you, you can refer your complaint to the Local Government Ombudsman. Customer Services will send you a referral form when they respond to your complaint.
If you are unhappy about the way we have dealt with a complaint about data protection or freedom of information, please contact the Office of the Information Commissioner.
What falls outside of our complaint procedure?
We have a separate process for appeals against certain council decisions, for example parking tickets, planning or benefit decisions, these usually result from legal requirements. We also have a separate procedure for making a complaint about a councillor.
Every year, the Local Government Ombudsman produces its annual review report. This provides the number of complaints and enquiries they have received relating to each English local authority and the decisions they have made as a result. You can view this information through the LGO website.