Complaints and feedback
Complaining about council services
If you are unhappy with our services please tell us. We want to know so we can try to put things right.
Stage 1 – make a complaint
When you are unhappy with our services you can make a complaint. The service will investigate your complaint and aim to reply within 10 working days. You will be told when a reply will take more than 10 working days and given a date to expect a reply.
We are introducing a new online complaints system. At the moment you can use it to complain about environmental issues but we’ll be adding more services to it over the next few months.
If you want to make a complaint about our waste and recycling service use our online complaints form:make a waste complaint
If you want to make a complaint about our environmental protection or licensing services use our new complaints system:complain about an environmental service
Complaints about other council services
For all other complaints about council services use our online complaints form.complain about other council services
Stage 2 – ask our chief executive to investigate
If you are unhappy with the outcome of your stage 1 complaint, you can ask our chief executive, Helen Bailey, to investigate. She will aim to reply within 17 working days. A service must have had the opportunity to respond to your complaint before advancing to a stage 2 investigation.make a stage 2 complaint
Stage 3 – contact the Ombudsman
If you are not satisfied with the response from our chief executive you can send your complaint to the Local Government and Social Care Ombudsman. Before referring to the Ombudsman, you must have been through the first two stages in our complaints procedure.