Make a complaint

Before you make a complaint

Compliments and complaints can help us improve the services we provide.

Before you make a complaint, please contact our services about your concerns first. You can also raise them with your county councillor.

If you are not satisfied with the response, fill in our complaints form. We will do our best to investigate your concerns.

The form is not to be used to:

Make a complaint

Alternatively, you can:

Annual reports

To find out how we handle complaints and try to improve, read our Corporate and Statutory Complaints Annual Report.

Corporate complaints

A corporate complaint is about a council action, decision or service for which we do not have to follow a formal legal process.

Make a complaint

Alternatively, you can:

You must give us:

  • your name
  • a contact address or email
  • a contact phone number
  • a detailed description of your complaint

When you will get a response

You will receive acknowledgement of your complaint within one working day.

You should get a response within 15 working days. We will tell you if we need more time.

If you are not satisfied with the response, you can ask for the decision to be reviewed by a senior council officer. You should receive a further reply within 20 working days.

If you are still not satisfied, you can complain to the Local Government Ombudsman.

For advice, read our complaints policy.

Statutory complaints

A statutory complaint involves issues where we must follow a formal legal process, such as social care and safeguarding.

Make a complaint

Alternatively, you can:

You must give us:

  • your name
  • a contact address or email
  • a contact phone number
  • a detailed description of your complaint

When you will get a response (for children’s services)

You will receive acknowledgement of your complaint within one working day. You should get a response within 15 working days. We will tell you if we need more time.

If you are not satisfied with the response, you can ask for an independent investigation.

You should receive a further reply within 25 working days. We will tell you if we need more time. Complex issues can take up to three months.

If you are still not satisfied, you can request an independent panel to review how your complaint has been handled.

If your complaint is about a service regulated by Ofsted, you can complain directly to it.

When you will get a response (for adult care and well-being services)

You will receive acknowledgement of your complaint within two working days. You should get a response within 15 working days. We will tell you if we need more time.

If you are not satisfied with the response, you can ask for an independent investigation.

You should receive a further reply within 20 working days.

If you are still not satisfied, you can complain to the Local Government Ombudsman.