Comments, compliments and complaints policy

Aims of the complaints procedure

The aims are to make sure that:

  • it is as simple and straightforward as possible for customers to make complaints about council services
  • the customer feels that their complaint is being treated seriously, even if the resolution is not to their complete satisfaction
  • the customer is kept informed of the progress of their complaint
  • the council responds to complaints within a reasonable time and in a courteous and professional manner
  • the customer is told how to take the complaint further if they are not satisfied with the resolution
  • the council learns from complaints and takes appropriate action to improve the quality of its services