Public Health complaints policy

Gateshead Council defines a complaint as:  

'An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.' 

This may include, but is not limited to:  

• 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 
• policy or procedure was not followed correctly
• unreasonable behaviour or conduct by a council employee towards an individual 

A person does not have to use the word 'complaint' for it to be treated as such.