Improving our complaints process

The council offers hundreds of services, and whilst we'd like things to go right every time, we acknowledge that on rare occasions we might not meet your expectations.

We have a variety of ways for you to let us know about this, and one of these is our formal complaints process. 

On 4 November, following work involving staff from across the council including Customer Services we launched a digital service for Stage One complaints, which is the first stage of our complaints process.

What this means is if you're logged into our website when you make the complaint, you'll be able to see it in My Account, including a history of what we did, and when.

Even if you don't have a My Account, the new digital service means we can get your complaint to the right team to respond quicker.

We hope you never have to make a complaint, but if you do, we can now resolve the issue quicker and keep you better informed as we do.