Make a complaint about council services

For most complaints we follow a simple two‑stage process that is fair, thorough and in line with national standards.

Some complaints follow a different statutory route, including those about Adults Social Care and Children’s Social Care. For information on these procedures, visit the Local Government and Social Care Ombudsman website.

Support and reasonable adjustments

We will always make reasonable adjustments to help someone make a complaint. We will support customers who require additional assistance, including:

• people with disabilities
• people who need advocacy support
• customers who require information in alternative formats or languages

Stage One – Investigation

• Your complaint is reviewed by the relevant service manager.
• We aim to respond within ten working days.
• If the issue is complex, we may take longer, but we will keep you updated.

Stage Two – Review

If you are unhappy with the Stage One response:

• A senior manager will carry out an independent review.
• We aim to respond within twenty working days.
• If the issue is complex, we may take longer, but we will keep you updated.

After Stage Two

If you are still dissatisfied after Stage Two, you can contact:

• The Local Government and Social Care Ombudsman for most council services
• The Housing Ombudsman for housing‑related complaints

Both Ombudsmen are independent, impartial and free to use.