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Feedback and complaints

We are focused on delivering the best for our customers and have an aim to establish a reputation as an organisation that delivers excellent service and is truly customer focused.

Sometimes things go wrong and if this happens, we need you to tell us so we can try and put it right. We will do this by following our feedback procedure.

We define a complaint as being:

"An expression of dissatisfaction about the council’s action or lack of action; or about the standard of a service (where any investigation may identify how the council can implement change to make improvements). This can be whether the council took the action itself or a person acting on behalf of the council. We cannot investigate any feedback where there is a separate route of appeal, or where we will not be able to instigate an enhanced service as a result."

We encourage your suggestions and comments as these can help us improve our services and drive positive changes.

We also want to know when our staff have exceeded your expectations. Your compliments will be passed on to ensure our staff member or team are recognised.

We handle all feedback cases with the strictest confidence, promptly, politely and seriously.

To make a complaint, comment or compliment fill in the online forms below.

Make a complaint

Make a suggestion or comment

Make a compliment

Alternatively, you can provide feedback to us through the following ways:

Feedback can be made on behalf of customers who are unable to make the case themselves. Our staff are available to help customers who are unsure what to do and support can be provided.

We can provide advice and information in alternative languages or formats.

What falls outside of our feedback procedure

We have a separate process for appeals against certain council decisions as these usually result from legal requirements as there is a separate route of appeal. For example:

 



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