Our formal complaint procedure
If we have made a mistake we will endeavour to put things right as soon as possible and within the timescales as set out in the policy. This means you will receive an acknowledgement of your complaint within 5 working days of receipt of your complaint, and a full response within 20 working days.
In exceptional circumstances the response time may need to be extended – this will be for a maximum of 10 working days, but the complainant will be advised of this and will be given a clear explanation as to the reason for this and a time frame for when they can expect the response.
The Council will seek a fair and reasonable solution to a complaint. We are committed to learning from the issues raised and the continued improvement of our services.