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Taking a complaint further
Our aim is to resolve all complaints first time. However, occasionally, a complaint may need a formal investigation. If this happens we will tell you who we have asked to look into your concern or complaint. If your concern is straightforward, we will usually ask somebody from the service to look into it and get back to you. If it is more serious, we may escalate it to Senior Management or in certain cases we may appoint an independent investigator.
We always try to resolve the complaint at the earliest possible opportunity but, normally, you will receive an acknowledgement of the complaint within 3 working days and will be notified of the outcome within 20 working days.
Requesting a review
If you are not satisfied with the outcome of your formal complaint, you can request a review. The review will be conducted by a different Officer or relevant Senior Manager. We will aim to respond to a majority of reviews within 28 working days from receiving your request.
We take your concerns and complaints seriously and try to learn from any mistakes we have made. Our senior management team considers a summary of all complaints quarterly as well as details of any serious complaints. Where there is a need for change, we will develop a plan setting out what we will do, who will do it and when we plan to do it by. We may contact you as part of this process to gain deeper understanding of your experience with us and gain your feedback on any suggested improvements.
Still not satisfied?
If you are still not satisfied with the outcome of your complaint, and your complaint has been right through our internal complaints procedure, you may ask the Local Government Ombudsman to investigate. For more information, please visit www.lgo.org.ukThe Local Government Ombudsman
PO Box 4771
Tel. No. 0845 602 1983 or 024 7682 1960
Fax No. 024 7682 0001