Customer feedback and complaints policy

What do you need to provide to make a complaint? Complaints can be made by email, over the telephone, by letter or online. Whatever way you make a complaint, the Council will ask you to provide:

• name and contact details (unless submitting an anonymous complaint)
• details of your complaint - it is useful for you to provide dates and times where relevant to assist with an investigation
• a desired outcome. This will help the Council understand what you would like to happen as a result of submitting your complaint. The Council will try to meet desired outcomes however it is not always possible to do so. Should this be the case, an explanation will be provided
• consent (where appropriate). If someone else is acting on your behalf to submit a complaint (e.g. an advocate), the Council will require your consent or documentation providing the relevant legal powers for them to do so (e.g. Power of Attorney)