Stage1: Making Your Initial Complaint
If we get something wrong we will do our best to make amends. We will review our policy and procedures to try to stop it happening again. We will admit our mistakes and offer a full apology. We may also offer financial compensation if you suffered loss as a result of our mistake.
First of all, talk to the staff who run the service you want to complain about. You can contact the member of staff you have been dealing with or you can contact their manager. Tell them the problem and they will try to sort it out as quickly as possible. In many cases they will be able to deal with your complaint on the spot or explain why they can’t. If not, they will write to you within 10 working days with a response.
You can make your complaint in person, by phone, in writing or online.
If you don’t know who to contact, ring the Council Offices on 01254 388 111 and they will put you through to the relevant department.