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What is a complaint?

How do I complain?

We have a straightforward process for dealing with complaints. Complaints allow us to monitor customer satisfaction, improve our service and put things right. We would also like to hear from you if you think that we have done something really well, or you have received excellent customer service. Find out more on our customer feedback page.

What is a complaint?

A complaint is an expression of dissatisfaction with a service we provide. A complaint tells us things have gone wrong, that you are unhappy with the service and why.

A complaint is not an enquiry or request for us to do something.

For example, don't make a complaint to:

  • Report anti-social behaviour, graffiti or litter.
  • To challenge a decision for which there is a right of appeal, either to a tribunal or to the council itself.
  • Because you disagree with the law.
  • To ask us to provide something, such as information or a service.

Our pdf icon complaints policy [227kb] sets out how we handle complaints and deal with them effectively.

How do I complain?

The quickest, easiest and most effective way to make a complaint is to use the online complaints form on our Customer Portal.

You can also email us, write to us or call us.

If you are unable to write or type, we can record the complaint in your own words for you.

We will acknowledge receipt of your formal complaint within five working days and we aim to reply in full within 10 working days.

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