Responding to complaints

Thu, 19 April 2023

From 1 April 2012, all new stage 1 complaint cases that are escalated to stage 3 because customers are dissatisfied with the response they have received will be reviewed by the Councils Complaints Panel.

Our intention is to resolve as many complaints as early as possible. Our procedures have been revised to reflect this.

1. When a stage one complaint is received, as a rule staff must contact the customer by telephone within 48 hours to clarify:

  • the specific reason for the complaint
  • what outcome you want
  • agree what actions will be taken to resolve the complaint

The majority of stage 2 complaints are escalated because stage 1 complaint responses do not address the specific reason for the complaint.

2. Stage 1 complaints must be sent a written response within 10 days. This must include details of what action has been/will be taken to resolve the complaint.

3. Managers will continue to check and formally sign off all stage one complaint responses before they are sent out.

Our staff will always respond comprehensively to all complaints within our promised timescales.

If you have any queries regarding this please contact the Customer Service Centre on 0800 085 6575.

You can find further information on this website on how we respond to customer complaints.