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Complaints procedure

Our aim is to provide you with a high quality, efficient and courteous service.

We are sorry if you feel that we have not managed to achieve this. If you let us know the details of your concerns, we will look into the matter and try to put things right for you if we can. We will also try and take action to avoid the problem arising again for you and other people.

A complaint is an expression of dissatisfaction about our actions or lack of action, or the standard of service provided, whether the action or service was delivered directly or by a third party acting on our behalf.

How to complain

We have a two stage process for dealing with complaints:

  • Stage 1 - please complete the Complaint form. We will acknowledge receipt of the complaint within three working days and will provide either a full response or details of the steps we are taking to investigate your complaint within ten working days.
  • Stage 2 - if you are not happy with the response you receive at Stage 1, we will appoint a member of the Joint Management Team to look into the matter further for you and let you have a response within ten working days.

If you are still not satisfied with our response to your concerns, you can pursue the matter further through the Local Government Ombudsman. The Ombudsman will only investigate complaints which have been through the two stages above so please give us the chance to try and put things right for you first. We can give you a leaflet about how to complain to the Ombudsman or you can visit the Local Government Ombudsman website or you can phone them on 0845 602 1983.

If you need help to complain

We understand that some people find it difficult to complain. If you need help, please contact our Customer Service Team. We will appoint someone to help you make your complaint and support you while we investigate your concerns.

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