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Corporate Complaints Policy

What is a complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council, its own employees, or those acting on its behalf, affecting an individual resident or group of residents.

A customer may express dissatisfaction because:

  • the Council failed to provide a service
  • the standards of the service were not acceptable
  • the Council provided the service in an unfair or discriminatory manner

What is not covered by the procedure?  

The Council will always accept a complaint unless there is a valid reason for the Council not to do so. This includes those:

  • in areas where other statutory procedures, rights of appeal or legal remedies already exist. For example, many social services complaints are subject to a statutory procedure
  • which are being dealt with as insurance claims
  • from Councillors unless they are acting on behalf of a member of the public or outside organisation
  • about employment matters from members of staff
  • about the conduct of Councillors
  • about financial impropriety
  • about employees where serious misconduct is alleged which will be investigated outside of the corporate complaints process and in conjunction with HR
  • that refer to matters over a year old unless the complainant has good reasons why they didn't come forward sooner
  • where the complaint has already been fully dealt with through the complaints procedure

If the Council is unable to accept a complaint, the Council will write to the person involved outlining the reasons why and include details of the Housing Ombudsman Service (opens new window) Service.