Customer feedback

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 within 10 working days. If we cannot respond to you within 10 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.

• View the Customer Feedback Policy

Appeals

If you are not satisfied with our response, you can appeal to the relevant Chief Officer. We will tell you how to do this in our response to your complaint. If you are not satisfied with the Chief Officer's response you will be able to appeal to the Local Government and Social Care Ombudsman.

Regulatory advice on health and safety issues

If you are not satisfied with the response to an official complaint about regulatory advice relating to health and safety issues, you can contact the Independent Regulatory Challenge Panel, who will look into this for you.

Housing complaints

If your complaint is about a housing matter and you are not satisfied with the Chief Officer's response you will be able to appeal to the Housing Ombudsman.