Payments
We have been made aware of an issue with the postcode lookup in our payments system. Payments are working as normal, please enter your address manually whilst we wait for an update from our provider. Sorry for any inconvenience caused.
Feedback
We want to hear about your experience of the services we provide. We welcome all feedback, whether it is a compliment, complaint, or comment to help us improve the services we provide to all customers.
Compliments
We love hearing about great experiences!
If something has impressed you, we’d really appreciate you taking a moment to let us know. Your compliments help us understand what we’re doing well.
Complaints
This is the our formal complaints process. If you wish to make a complaint, we encourage you to contact either the Customer Services team, the individual department or person you have been dealing with directly via any of the methods above. All our staff will always listen to you and try to resolve any grievances quickly and informally. Most problems can be resolved this way.
If you have already contacted Customer Services or the relevant department and your issue has not been resolved, please complete this form.
This form is not for service requests or reporting routine issues. Using the correct reporting route will ensure your enquiry is dealt with more quickly. If you submit a service request through this complaints form, it may be redirected or delayed.
If your complaint, for whatever reason cannot be resolved informally, we will instigate our formal complaints procedure:
Stage one
Your complaint will be acknowledged within one working day and investigated by a Senior Officer or Service Lead from the service area that the complaint is about. You will receive a full response within ten working days unless your complaint is complex and cannot be responded to within ten working days, in which case you will be informed of the expected response time.
If you feel that your complaint has still not been dealt with to your satisfaction, then the full response will advise you how to progress to Stage two.
Stage two
Your complaint will be escalated to a member of the council's Corporate Management team. Your escalated complaint will be acknowledged within one working day and you will receive a full response within ten working days.
Stage three
If you are still not satisfied, you have the right to take your complaint to the Local Government Ombudsman. Complete the form on the Local Government Ombudsman website or call their advice line on 0300 0610614.
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Managing contact
We aim to deal fairly and consistently with all our customers, including those whose actions we consider unacceptable. Further information on managing customer contact:
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