Corporate complaints and compliments guide

Overview

We welcome feedback from the general public because their comments can contain valuable information to help us to:

• improve the standard of services we deliver

• put things right when they have gone wrong

• learn from our mistakes

Policy

The Corporate compliments, suggestions ;and complaints policy (PDF, 395KB) explains how feedback is processed and the different “types” of complaints that are considered under a different legislation. 

• Complaints against a Councillor
• complaints about a school
• complaints about social care services

have their own statutory procedures and are covered in section 8 of the Corporate compliments, suggestions and complaints policy. 

For more information about use of the policy see the training page

Special contact measures

The Council is committed to providing the high quality services that we know our customers expect. We aim to deliver our services through a ‘right first time’ approach where we meet appropriate customer demands in a professional and timely way. In return, we ask customers for their cooperation and to be polite and respectful when dealing with Council staff. 

The Special Contact Measures policy (PDF, 455KB) document sets out how the Council will respond to ‘unreasonable behaviour’.