Once we have received your complaint we will write to you acknowledging it, clarifying the details and letting you know when you can expect a response. The name of the officer or manager investigating your complaint will be included in a subsequent letter, if it is not known when we send the acknowledgment. This is the case at both Stage 1 and Stage 2 of the procedure. Stage 1
If your complaint is being dealt with under Stage 1 of the complaints procedure, you can expect to receive a full response within 10 working days. If we think it will take any longer than this, we will write to you with an explanation and a revised date.
Once we have made a decision about your complaint we will write to you and let you know. If your complaint has been upheld we will say sorry and let you know what we have done to prevent the issue arising again.
If you remain dissatisfied you can ask that your complaint is progressed to Stage 2 of the complaints procedure. This request should usually be received by the council within 20 working days following the Stage 1 decision letter. Please include the reasons why you are dissatisfied with the Stage 1 resolution, and what you would like us to do to resolve your complaint.
Stage 2
This stage of the complaints procedure involves an investigation by senior member of staff who does not have line management responsibility for the service concerned. A report is produced which will contain full details of the investigation along with a decision, suggested remedies and any service changes which may be identified as a result.
The report will be sent to you with a covering letter summarising its findings. If having received this response, you remain dissatisfied you can progress to Stage 3 of the complaints procedure or you can complain directly to the local government ombudsman.
If you wish to progress to Stage 3, this request should usually be received by the council within 20 working days from the date of the Stage 2 response letter. Please include the reasons why you are dissatisfied with the Stage 2 investigation, and what you would like us to do to resolve your complaint.
Stage 3 – Optional members panel
If you decide you would like the complaint to progress to Stage 3 a panel of three councillors (members) will be convened within 30 working days of receipt of your request.
The members will speak to both you and the Stage 2 Investigating Officer during the panel hearing, to establish the best course of action.
Local government ombudsman
If following either Stage 2 or 3 of the complaints procedure you remain dissatisfied with the council’s response, you can report your complaint directly to the local government ombudsman.
The ombudsman investigates complaints where it is alleged that a council has done something wrong or failed to do something it should have done.
The ombudsman can be contacted using the details on their website. A link to their website is provided on the right of this page.
Monitoring our performance
After your complaint has been resolved, we will send you a questionnaire to assess whether you were satisfied with the complaints handling process. The purpose of the survey is to find out what you think of the way your complaint was dealt with, so that we can monitor satisfaction and make improvements.
Anonymous complaints
Anonymous complaints will be looked into, although because of their anonymous nature it is not possible to follow all stages of the procedure. Anonymous complaints should be referred to the relevant department of the chief executive's office.