We value complaints and use information from them to help us improve our services. If something goes wrong or you are unhappy with our services, please tell us.
Is your issue a complaint?
Is the issue you want to raise:
- a routine first-time request for a service e.g. a missed bin?
- a first time reporting of a fault e.g. a pothole or a broken street light?
- a request for compensation only e.g. insurance or third party claim?
- issues that are in court or have already been heard by a court or a tribunal?
- a disagreement with a decision where a statutory right of appeal exists, for example in relation to council tax or planning?
If the issue you want to raise is one of the above, please Report It online as we would not treat these issues as complaints.
What is a complaint
If the issue you want to raise is in relation to our action or lack of action, or about the standard of service we have provided, you may wish to make a formal complaint.
Ways to make your complaint
You can make your complaint:
- using the online complaint form
- by telephoning Customer Advice and Support Services on 0300 100 1800
- in person at any contact centre or library contact centre
- in writing
- to your local councillor
Things we need to know
When you make your complaint remember to tell us:
- your full name and address
- as much as you can about the complaint
- what has gone wrong
- how you want us to resolve the matter
We understand that you may be unable, or reluctant to make a complaint yourself. We can take complaints from a friend, relative or an advocate, if you have given them your consent to complain for you.
For details including how we deal with your complaint please see our Complaints Procedure leaflet.