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Comments, compliments and complaints procedure

Our standards for handling complaints

If you make a complaint we will work to these standards:

  • We will treat all complaints seriously, whether they are made online using our complaints form, a complaints card, by phone, letter or email.
  • We will treat you with courtesy and fairness at all times.
  • We will aim to meet the timescales set down within our procedures and if, for any reason, we require further time we will tell you the reason why and let you know when we will be able to reply in full.
  • We will address all the points made in your complaint in our response to you.
  • We will provide a full explanation about how we arrived at our decision about your complaint.
  • We will provide an apology where there has been a failure or delay in our service.

We will not treat you less favourably than anyone else because of your:

  • age
  • gender (sex)
  • colour or race: this includes ethnic or national origin or nationality
  • disability
  • gender identity
  • marital status or civil partnership: this includes family status, and responsibility for dependants
  •  pregnancy or maternity
  • sexual orientation or
  • religious or political beliefs
  • We will provide appropriate help, if you require assistance in making your complaint.  This may include putting you in touch with a suitable agency which can assist you in making your complaint.
  • We will deal with all complaints confidentially and in accordance with the requirements of the Data Protection Act 1998.
  • We will use the information from your complaint to review and improve the way in which our services are provided.

Unreasonable behaviour of complainants

The Council is committed to dealing with complaints fairly and in line with our complaints procedure. Occasionally, the behaviour or actions of individuals makes it very difficult for us to deal with their complaint. In a small number of cases the actions become unacceptable because they involve abuse of our employees or our process.

When this happens we have to take action to protect our employees. We consider the impact of the behaviour on our ability to do our work and provide a service to others.