Make a complaint

Make a complaint

If you are unhappy with the service you have received, fill in this form so we can put things right.

Before you start

Not all issues can be dealt with by our formal complaints procedure. Do not complete this form:

• If you would like to report a missed collection
• If a street light has stopped working
• If a vehicle has been abandoned on your street
• If you want to dispute a parking ticket or penalty charge notice (PCN)
• If you want to complete a SEND appeal
• To report a repair to a council property
• If you would like to submit a council tax general enquiry
• To request a bulky items collection or order a bin, box or bag.
• If you want to appeal a school's decision because your child has been refused a place at your preferred school
• If you would like to report a tree problem

You will need

• To detail what happened and how it affected you
• To give the time, date, and location
• To tell us what you want to happen to put things right.

Uploading supporting documents

We may ask you to upload some documents. For example: Documents or photographs relating to the complaint

• Accepted file types: Word (docx), Acrobat (pdf), Excel (xlsx), Plain text (txt)
• Zip files can't be uploaded
• We also accept photos taken on phones and tablets and the following image file types - jpeg, gif, png
• There is a maximum individual file size per document of 50MB.

What happens next

You can sign up to receive notifications and track the progress of your complaint in your My Account profile under the Preferences page.

You can read the council’s corporate complaints policy for more information on how the council responds to complaints.

Stage one

Your complaint will be automatically acknowledged within 5 working days and sent to the relevant service area to review.

Once we investigate your complaint, we will send you a response explaining our findings. We aim to respond within 10 working days.

Stage two

If you are not happy with the stage one response you can request a final review of your complaint at stage two.

Your complaint will be automatically acknowledged and we aim to respond within 20 working days.