Comments, compliments and complaints

Our service standards

• We want to be friendly and professional in all of our communications
• We want you to understand what we say
• We want to give you all the information you need, so you don’t have to contact us again
• We want you to understand what you need to do, if anything
• We want you to know what is going on with their request or enquiry
• We want you to have a consistent and personable experience when you contact us.

Our complaints policy

Complaints policy

How we handle your complaints

Complaints handling guidance

Complaints reports

We publish regular reports on how we meet our performance standards, giving figures of complaints received and decisions made, together with general feedback on performance.

• Adult social care complaints and representations annual reports
• Children's services complaints and representations annual reports
• Local Government and Social Care Ombudsman Complaint Reports and Annual Review Letters

Privacy notice

We will use the information you provide to handle your complaint in line with the Council’s complaints policy. We may share this information with other organisations which may include independent external investigators, children’s advocacy services and the Local Government and Social Care Ombudsman.

We will only share your information if this is part of solving your complaint. More information on how we handle personal information and your rights under the data protection legislation can be found in the Full privacy notice