How to complain

Overview

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the council, our staff, or those acting on our behalf, affecting any individual, groups of individuals or businesses.

You cannot make a formal complaint about:

  • something that happened more than 6 months ago
  • something you have already gone to court about, or could have gone to court about
  • something that has its own appeal process, such as parking fines, school admissions

We want to make sure your complaint is received and acted upon by the right service, so it's important you use the right complaint process.

General complaints

Most complaints about our services are general complaints. Use our general complaints process unless you are complaining about social care services, housing, a councillor or a school.

Social care or housing complaints

Social care complaints and housing complaints have their own processes. Go to:

Councillor complaints

Complaints about councillors are dealt with by our monitoring officer.

School complaints

Complaints about primary schools, secondary schools and special schools should be directed to the school's head teacher.

Our policy

The pages of this section are our complaints policy.

When resolving complaints, we make sure any remedy we offer reflects the extent of any and all service failures, and how the individual was affected as a result.