Complaints Procedure

The Council has a detailed Complaints Policy v1.1.pdf 250KB which outlines the complaints procedure. The policy makes sure we properly look into your complaint and give you a considered response. 

The process is summarized below.

Stage one — Defining a Formal Complaint:

We define a complaint as an expression of dissatisfaction if one of the following has happened:

  • Failure to provide a service which we should have provided.
  • Unreasonable delays in providing a service.
  • Dissatisfaction with the way a policy has been applied.
  • Failure to fulfil our statutory responsibilities.
  • Provision of inaccurate or false information.
  • Inappropriate conduct of staff or contractors.

If it is unclear whether the request is a formal complaint or a service request, the Lead Officer dealing with the complaint may contact the person who has made the complaint for verification. We define a service request as ‘a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision’.

  • Service requests will be deal with the matter in accordance with appropriate policy and/or process.
  • Formal complaints will be logged as a Formal Complaint at Stage 1 of the Council's Complaints Policy.

Once logged as a Stage 1 complaint an acknowledgement will be sent. The Lead Officer then has 10 working days to investigate the complaint and issue a formal response

Extension Requests

The Lead Officer may require an extension in relation to complex complaints. In such cases an extension can be applied of up to 10 working days. The Complainant should be informed of the reason for the delay, expected timescale for response, and be provided with contact details of the Ombudsman.

The Complainant should be informed of the reason for the delay and expected timescale for response.

If the Complainant raises additional issues during the investigation, these should be incorporated into the Stage 1 response if the matter is related, and the formal response has not been issued.  If the new issues are unrelated to the complaint being investigated, or if it would unreasonably delay the response, then it should be logged as a new complaint.

Stage 2 – Escalation to Stage 2 of the Complaints Process:

If the Complainant is dissatisfied with the Stage 1 response, they may seek to escalate to Stage 2 of the complaints.

  • The Complainant does NOT have to explain their reasons for making a Stage 2 request and it must be acknowledged within five working days of the request being received.
  • The Council is expected to make reasonable efforts to understand why the Complainant remains unhappy as part of the Stage 2 response. 
  • Stage 2 requests are carried out by either the Chief Executive, unless it is delegated to one of the Directors, and must not be the same person that considered or has been involved in the complaint at Stage 1.

Once the request has been logged as a Stage 2 matter, a final response should be issued within 20 working days of the complaint being acknowledged.

Where a Complainant raises additional complaints during the investigation, these must be incorporated into the Stage 2 response if they are related, and the Stage 2 response has not been issued. If the new issues are unrelated to the issues being investigated or if it would unreasonably delay a stage 2 response, then it must be logged as a new complaint.

If there is any uncertainty about any aspect of the complaint, clarification must be sought from the Complainant at the earliest opportunity.

Extension Requests

The Lead Officer may require an extension in relation to complex complaints. In such cases an extension can be applied of up to 10 working days. The Complainant should be informed of the reason for the delay, expected timescale for response, and be provided with contact details of the Ombudsman.

If the Complainant remains dissatisfied with the Stage 2 response, they will be sign-posted to the relevant Ombudsman for further consideration.

Local Government and Social Care Ombudsman: www.lgo.org.uk or telephone 0300 061 0614

Housing Ombudsman Service:  info@housing-ombudsman.org.uk or telephone 0300 111 3000