Complaints - advocacy

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Solving Your Problems

We explain below how to make a complaint about the council. If you have already complained we also explain what to do if you are still not satisfied.

We want to get things right!

Your complaints are important. We learn from them and improve our services. We also recognise that people who live and work in the borough have a wide range of values and needs. We want our services to be readily available to everyone.

We see a complaint as any expression of dissatisfaction however made, about the standard of service, actions or lack of action by the Council, its staff, contractors or agents. This includes expressions of dissatisfaction about our policies.

We welcome your complaints and will deal with them fairly, impartially, objectively, professionally and in confidence. We will do our best to:

  • Solve your problems.
  • Make sure they don't happen again.

Where a complaint is justified we will restore you, as far as possible, to the position that you would have been in if things had not gone wrong. This will normally mean:

  • Apologising, and
  • Providing the desired service or taking corrective action.

Whatever the outcome, we promise that making a complaint will not disadvantage you or your family in the future.

Scope of our complaints procedure

Some complaints are outside the scope of our procedure, including those:

  • Where there is a separate review process including a right of appeal to an independent body (for example, if you make a planning application and disagree with the Council's decision).
  • About the conduct of councillors.
  • Involving allegations of criminal behaviour or financial misconduct.

We will tell you if your complaint is outside the scope of our complaints procedure and needs to be addressed in another way. Similarly, if your complaint needs to be dealt with by another organisation we will do our best to put you in touch.

Special needs

If you need help reading this information, or accessing our complaints procedure, because of your special needs or circumstances, please contact our Media & Communications office on (01732) 876008 or at