Customer Complaints Procedure

Customer Feedback

(What happens when things go wrong?)

• Council is committed to quickly resolving any unsatisfactory service, and working to prevent similar issues happening again
• If, despite our best efforts, you are unhappy with our service, you can voice your concern via a formal complaints procedure.

Procedure

a. A formal complaint is received in writing
b. We will acknowledge receipt of your complaint within 3 working days
c. The complaint will be referred to the appropriate Council team for a formal response and resolution
d. If the response or suggested resolution does not meet your expectations you can request that your complaint be referred to a member of the Senior Leadership Group
e. If you are still dissatisfied you can refer your complaint to the office of the Ombudsman.