Definitions

5.1 Complaints

A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council, its staff, or those acting on the Council’s behalf, affecting a resident or group of residents.

Not every expression of dissatisfaction will be a complaint. Some expressions of dissatisfaction with the Council’s actions will be treated as a request for us to do something, a service request.Corporate Complaints, Comments and Compliments Policy (May 2024)

When we receive a complaint from you, we let will you know how we will respond to it. If it is a service request, it will be referred to the appropriate service team to resolve.

If we receive an expression of dissatisfaction with services made through a survey this will not be defined as a complaint. However, we will advise you how to make a complaint should you wish to do so.

This policy covers the following instances:

Dissatisfaction with the standard of the service we have provided.
We have failed to follow our policies and procedures.
There has been a significant or repeated failure to provide a service.
We have failed to do what we said we would do.
We have failed to respond.

Each complaint will be considered on its merits considering the individual circumstances of the complaint. We will accept complaints unless there is a valid reason not to do so. For example, if there is a statutory or appeals process. If we do not accept the complaint, we will explain the reasons for our decision and why the matter is not suitable for the complaint process and the right to take that decision to the relevant Ombudsman.

We will accept complaints within twelve months of the issue occurring or the complainant becoming aware of the issue.

5.2 Comments

Some complaints are not about the Council’s failure to meet its service standards but are expressions of dissatisfaction with a specific policy or a general comment about a Council service. We cannot pursue these through the complaints process but will deal with them as ‘comments’ to ensure that:

The policy is up-to-date and consistent with relevant legislation and standards.
The relevant service area is made aware of your comments.

If relevant, the comments will be considered when our complaints policy is reviewed.

5.3 Compliments

We welcome feedback about resident’s good experiences of the Council, its staff and the services it provides, as this tells us what we are doing well and should continue to do. It also enables us to recognise individuals who have provided excellent customer service.

5.4 Service Requests

Service requests are not complaints, and we will deal with these as part of the Council’s day to day business, rather than through our complaint’s process. The most effective way to request a service or report something to the Council is through our standard customer contact channels found on the website.

We will raise a complaint if you are dissatisfied with the response to your service request, even if the handling of the service request remains ongoing.