How we will deal with complaints
We deal with complaints in three stages.
Stage one
Our service unit will handle your complaint.
We will let you know within two working days that we have got your complaint, and contact you again within 10 working days to tell you what we will do.
Stage two
Our Director of service will handle your complaint.
We will let you know within two working days that we have got your complaint, and give you a full reply in writing within 15 working days.
Stage three
Our Chief Executive will then take over your complaint.
We will let you know within two working days that we have got your complaint, and give you a full reply in writing within 20 working days.
To make a complaint click here:
How to make a compliment, comment or complaint
Further advice or help
If you have been through all three stages of the complaints procedure and you are still not happy with our replies, you can appeal to the Local Government Ombudsman.
The Local Government Ombudsman investigates complaints of unfair treatment caused by bad management by local government and certain other organisations. They can investigate complaints about how something has been done. However, they can only investigate what has been done if there is evidence of bad management.
You can contact them at:
Post: Local Government Ombudsman, 10th floor, Millbank Tower, Millbank, London, SW19 4QP
Phone: 0845 602 1983
Website: Local Government Ombudsman