Complaints
We want you to get in touch when things go wrong. We need to know so we can put them right and learn from our mistakes.
For example:
- there has been a delay in providing a service
- you’re not happy with how you have been treated
- we have not followed our processes or policies
- we have not met our legal, statutory or regulatory requirements
Can we resolve the problem for you?
The quickest way to resolve an issue is to report it directly to the service involved.
- visit the service’s webpages to find what you need
- try to report a problem you would like us to fix
- report anti-social behaviour
Make a complaint
If you have contacted the council about an issue and you're not happy with the way it was handled, you can make a formal complaint.
Before you make a complaint
Some services have a separate complaints process. If your complaint is to do with the following, you should use the relevant complaints process below.
- Adult social care, public health and wellbeing
- Children's services
- Appeal a school admission
- Appeal a housing benefit
- Apply your Council Tax band
- Appeal a planning application decision
- Appeal a car parking ticket
How we’ll handle your complaint
We take your complaints very seriously and sometimes need to take time to find out what happened. You’ll hear from us within 10 working days.
We’ll record the information you have provided and use the feedback to help improve our services.
View the complaints policy and process
For information on how we process your data, please read our complaints privacy notice
Taking your complaint further
If you’re still not satisfied with our response, you can contact an ombudsman who investigates complaints about local councils. These services are independent, impartial and free.
The ombudsman will usually only consider your complaint after you have completed all stages of our complaints process and have given us the opportunity to resolve matters for you.
- If you’re a council tenant with a complaint about housing, visit the Housing Ombudsman Service website
- For complaints about a building safety risk, contact the Building Safety Regulator
- For complaints about other council matters, visit the Local Government and Social Care Ombudsman website
