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Make an official complaint

Last updated on: 16-Oct-2020

2. Complaint procedure

We deal with all complaints professionally and in a courteous and timely manner. If you put in a formal complaint this is how we will deal with it.

  • Stage One - In the first instance, complaints will be dealt with by the section responsible for the service. Every effort will be made to get the matter sorted at stage one.
  • Stage Two - If it has not been possible to get something done at stage one you have the right to appeal the decision with the Director of the service involved.
  • Stage Three - If you remain unhappy, the matter may be referred to the Chief Executive for review.

For any complaint you give us you'll get an acknowledgement within five working days. Our standard procedure is to investigate and send a full response within a further ten working days.

Sometimes this can take longer, for example if a site visit is required. If this is the case then we'll send you a reply explaining the reason for delay and the date when a full response ought to arrive. This timescale applies to all stages of the procedure.

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