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
- we respond 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
- we learn from complaints and take appropriate action to improve the quality of our services