Complaints procedure
Pages in Complaints procedure
- 1. Complaints Policy
- 2. Stage 1 complaints
- 3. Stage 2 complaints
- 4. Local Government and Social Care Ombudsman and Housing Ombudsman
- 5. You are here: Further Information
5. Further Information
We may from time to time contact a sample of customers who have used our complaints process to ask for their feedback on the response they received. Your co-operation with this process is much appreciated as it will help us to improve the service we offer to you.
Who is informed of your complaint?
Your Ward Councillor or the appropriate Executive Member or Chairman of the relevant Council Committee will be informed of your complaint and the outcome of the investigation.
Failure to reach a satisfactory solution through the formal complaints' procedure means that you still have the right to refer the matter to the Local Government and Social Care Ombudsman. To find out more, follow the link to the Local Government and Social Care Ombudsman's website at the bottom of the page.
The council has a code of conduct that applies to officers of the council and elected Members. This is to ensure standards of behaviour and professionalism. The Chief Executive’s Department can supply you with more information on this if required.
If, when you register your complaint, it is clear that the matter refers to another partner organisation then we shall refer you to the person best placed to help you.
You may direct complaints to your local elected councillor or to your Member of Parliament. Your councillor will decide whether to respond directly to you or ask the relevant officer of the council to do so on their behalf. In the latter case the complaint will then be dealt with in accordance with our complaints' procedure.
Freedom of information and the Data Protection Act
The Freedom of Information (FOI) Act entitles anybody to ask a public authority in England, Wales and Northern Ireland (including Government departments), for any recorded information that they keep.
Guidance on making a FOI request can be found at: Freedom of information - GOV.UK.
If you have made a FOI request and have not been satisfied with the Council’s response, you can complain using our complaints' procedure. If after following our complaints' procedure, you want to take your FOI complaint further, you can contact the Information Commissioner by following the guidance at the: Information Commissioner's Office - ICO.org.uk.