You might want to complain if you are not happy with:

- something we (or someone acting for us) have or have not done; or

- the standard of a service we (or someone acting for us) have provided.

We do not deal with some complaints under our complaints procedure. These are outlined in the booklet 'A guide to our policy customer care available from the Council offices.

We hope that we can settle many complaints quickly and informally. If you want to make a formal complaint, you should put it in writing if you can.

Please use the online form or the tear off slip on the 'Giving us feedback form' to send us your complaint or comment.

There are a number of stages in our complaints procedure. You should start at Stage One and then move on to the next stage if you are not satisfied.

Stage One

Contact us and explain your complaint to the officer responsible for the service you want to complain about. If your complaint is in writing, the officer will aim to send an acknowledgement within three working days and then send a fuller reply within 10 working days. If you make a complaint by phone or in person, we will either settle your complaint immediately or aim to give you a fuller reply within 10 working days.

Stage Two

Put your complaint in writing to the chief officer responsible for the service. You should be sent an acknowledgement within 3 working days and we aim to give a fuller reply within 10 working days.

If you are still not satisified, go on to Stage 3

Stage Three

Write to the Chief Executive with your complaint. You should be sent an acknowledgement within 3 working days and we aim to give a fuller reply within 10 working days.