A complaint is an expression of dissatisfaction with the Council’s procedures, charges, employs agents or quality of service.  They provide the Council with an opportunity to understand the views of customers, to put things right when they have gone wrong and to improve service delivery.

Matters not regarded as a complaint: -

• initial reporting of faults
• request for a service
• dissatisfaction with Council policy or decision by Council’s committees or sub committees.  These should be taken up with the appropriate councillor
• Insurance claims
• Legal matters
• Outcomes of planning applications and planning enforcement although complaints will be considered about the application of the associated procedures

Matters covered by other systems

• Complaints about the conduct of Elected Members are the responsibility of the Standards Commission
• Statutory Social Work Complaints have separate procedures 
• Housing Support Services- contact the Care Commission
• Where a statutory right of appeal exists i.e. Planning refusal, exclusion of pupils from school, valuation appeals

The appropriate appeal procedure must be used in such instances rather than the complaints procedure

Guidance Leaflets

Use the icons below to download copies of either the leaflets or guidance. Copies of leaflets are available from Council Access Points. 

	How to Complain a Guide for Adults - leaflet (2 pages, 119 Kb)(This link opens in a new window)
	How to Complain - Easy to Use Guide - (2 pages, 282 Kb) (this link opens in a new window)
	How to Complain - Guide for Young People - (2 pages, 126 kb) (this link opens in a new  window)
	How to Complain About Social Work Services - (122 Kb) (this link opens in a new  window)

For more detailed advice or to obtain a copy of the procedure in another format contact 01343 563003