What isn’t a complaint
We're dedicated to providing high quality customer services, and value the information complaints give us to help improve our services. But sometimes there's a different or better way issues can or should be dealt with.
The following issues aren't considered as complaints beacause there are other ways of dealing with them.
First time requests for a service
We don't accept complaints about first time requests for service, such as:
- missed waste collections
- road gritting or snow clearing during periods of bad weather
Instead you can check the appropriate webpage where you'll find lots of information which may help. It's also worth checking if there's a policy for that service too.
There's usually a form to request the service, but if we don't respond or provide the service you can then complain because it's no longer a first time request for a service.
If you make a complaint before requesting the service, this will cause a delay in dealing with your request as we'll have to close your complaint as invalid and log your service request.
First time fault reporting
We also don't accept complaints about first time fault reports, such as:
- broken street lights
Instead you can check the appropriate webpage where you will find lots of information available which may help. It's also worth checking if there's a policy for that service too.
There's usually a form to report the fault, but if we don't respond or fix the problem you can then complain because it's no longer a first time request for a service.
If you make a complaint before reporting the fault, this will cause a delay in dealing with the issue as we'll have to close your complaint as invalid and log your fault report.
Claims against our public liability insurance
You can't make a complaint for a claim against our public liability insurance. You can find information about public liability insurance.
Requests for compensation only
You can't make a complaint if you're making a claim for compensation.
Issues dealt with in court or tribunal
If your issue is in court, or has previously been heard by a court or tribunal it can't be handled as a complaint.
Issues where there's a statutory right of appeal
You can't complain where you have a statutory right of appeal, for example where:
- you believe your home is in the wrong council tax banding
- your planning application is refused