Complaints Policy and Procedure

Please give us as much detail as possible about the complaint including:

• What you are complaining about
• When it happened (or should have happened)
• Why, and how, you think we should have done things differently
• What you would like us to do to put things right
• Tell us your preferred method of contact and your contact details (including your phone details as we welcome the opportunity to talk to you at an early stage about your complaint)

Before submitting your complaint to us, you may want to read the helpful advice on 'how to complain' set out on the Local Government Ombudsman's website (www.lgo.gov.uk - make a complaint). Please remember that you should exhaust the Council's internal complaints process before complaining to the Ombudsman.

Additional help

Complaints must normally be made in writing. However, we are happy to make reasonable adjustments to assist you if you have a disability that prevents you from making your complaint in writing. We can also help if English is not your first language. If you need any support in completing the Complaint Form, please let us know as soon as possible.

Confidentiality

All responses to complaints at all stages will be sent in writing to your address (home or email) unless specifically requested otherwise. We will maintain the confidentiality of all personal customer information, and not disclose it outside the Council without your prior permission, unless legally obliged to do so.