Comments, compliments and complaints

The complaints procedure

We aim to provide a high quality service. Sometimes, however, things go wrong or there are misunderstandings about what we can or cannot do. If you make a complaint, we will:

  • resolve your complaint
  • apologise if the service has not been up to standard
  • give you a full written response

We usually look at all feedback within 5 days and respond by 15 working days. If we cannot respond to you within 15 days we will let you know.

The complaints procedure does not normally apply to decisions we make that have a separate route of appeal, unless your complaint is about how the decision was made. This applies to decisions such as the issue of parking fines, planning applications, and housing waiting list applications.

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