How to complain

General complaints

This page sets out our process for general complaints.

To begin this process, read how to make a complaint.

In the descriptions below, 'working days' are Monday to Friday excluding public holidays, starting from the first full working day after we receive the complaint.

Stage 1

Your complaint will be investigated within 10 working days by a member of staff from the service you complained about. Our complaints team will track your complaint.

If you are not happy with the response, you may ask that it be escalated to stage 2. You must ask for this no later than 28 calendar days from our initial reply.

Stage 2

When you ask for your complaint to be escalated you must explain why. The response at stage 1 will tell you how to do this.

A senior officer in our complaints team will review your complaint and, if an investigation is needed, this will be completed within 20 working days.

After stage 2

If you are still not satisfied after your complaint has been through all stages of our complaints procedure, you can refer it to the Local Government and Social Care Ombudsman.