Comments, compliments and complaints policy

Time limit on investigations

We follow the same protocol as the Local Government and Social Care Ombudsman relating to the time limit after which complaints will not be investigated. Under the 12-month rule as described by the Local Government and Social Care Ombudsman, we:

“will not normally entertain a complaint unless it is made to the council or councillor within 12 months of the day on which the complainant first became aware of the complaint.”

Depending upon the nature of the complaint and its impact, we may decide that this limitation is inappropriate. The Customer Relations Officer is available to give advice on the use of this limitation.