A complaint is a way to let us know if you are not happy with some aspect of our service.

In the first instance please contact the service concerned as they may be able to remedy your concern quickly and avoid having to go through the formal complaints process. It is helpful if you explain why you are unhappy and what you think should be done to resolve the problem. We will investigate and try to put things right where we can.

Make a complaint

How we deal with complaints


  • let you know we have received your complaint within 3 working days
  • let you know who will be handling your complaint and make sure we understand what your complaint is about
  • find out what you want to happen to put things right
  • investigate and respond to you within 20 working days
  • let you know if we need more time to investigate your complaint and when we hope to provide a final response
  • apologise if we find we have failed to provide the level of service you should expect and look to put things right
  • welcome your view of what needs to be done to resolve any problem
  • arrange a review of your complaint if you remain unhappy and aim to respond to you within 15 working days

Generally we do not investigate complaints about something you knew about more than 12 months before contacting us for the first time.

Separate procedures

There are separate legal procedures for dealing with:

If things are still not right

You can refer your complaint to the Local Government and Social Care Ombudsman, who will carry out an independent review.

Please note, the LGSCO will not normally accept a complaint which has not been considered under the council's complaint process first.

Make a complaint to the ombudsman

Complain to ombudsman

Page last updated: 07 September 2021
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