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Why complain or compliment?

Complaints and compliments are a way for you to have your say and to help us improve our service delivery. Here is some information about why it is important.

We try to offer quality services to all of our customers at all times. However, we realise that this sometimes goes wrong; when it does, we really appreciate your feedback as this gives us the opportunity to try and put things right and improve. 

The Council treats all complaints and compliments seriously and our complaints and compliments procedure is a way for you to have your say.

What will we do to put things right?

We will always try to deal with your complaint on the spot. Where this is not possible, we will acknowledge your complaint within 4 calendar days.

We will tell you who is dealing with your complaint, give you their contact details and tell you when you can expect to receive a response. We will send you a final response within 21 calendar days (unless your complaint is complicated).  

When investigating complaints, if it show that we are at fault, we will look at the most suitable way of putting things right to meet your satisfaction.

What can I do if I am not satisfied?

Someone in the Customer Relations Team will investigate further how your complaint was handled and whether the final response was justified. 

You can also contact the Local Government Ombudsman at any stage of your complaint if you are unhappy with the response you receive from us. The Ombudsman is independent of government. All investigations are private and there is no charge for the service. 

The Ombudsman's complaints form can be requested by contacting City Direct or by contacting the Local Government Ombudsman directly.