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Corporate complaints procedure

What happens when you make a complaint.

How to make a complaint

If you have a complaint, you should contact the service you are unhappy with. If you want to escalate the complaint, you can use the feedback forms below.

Complaints procedure

Our complaints procedure has three stages. We will contact you within two working days of receiving your complaint, and at each further stage, to let you know what will happen next.

Our response times are slightly longer than usual due to COVID-19. This is reflected in the times below.

Stage 1

Once we have received your complaint, a service manager will investigate and send you a response within 20 working days. The manager will let you know what we can do to resolve your complaint.

Stage 2

If you are unhappy with the response that you have received at stage 1, you can ask for your complaint to be reviewed. The Corporate Complaints Team will write to you within 25 working days with their decision.

Stage 3

If you are unhappy with the response that you received at stage 2, you can ask the independent adjudicator to carry out a review of your complaint. The independent adjudicator will send a response to you within 35 working days.

For all stages of the complaints procedure, there may be times when it may take us slightly longer to respond to your complaint. If this is the case, we will write to let you know when you will receive a response.

You can also give us feedback using the following links:

Please provide an email address and contact telephone number.

Not all complaints fall under this procedure


For more information go to Complaints about schools.

Social Care and health

For more information go to Complaints about care services.


Some services related to council tax, housing benefit, planning, parking charge notices (PCNs) and school admissions have different appeal procedures. If your complaint falls under an appeal procedure, we will not be able to investigate your complaint under our complaints procedure. We will tell you if this is the case.