A-Z of Services  »  Compliments and Complaints

Services provided in the local area by the Parish Council and other organisations. 

Compliments and Complaints

There is a process to follow if you have a compliment or complaint. Leaflets are available outlining the procedure. 

There are two types of complaints: complaints (and compliments) about council services or staff; and complaints about Borough or Parish Councillors who may have breached the Code of Conduct. We explain what you can complain about and how to do so.

General information about complaints and compliments

The Borough Council aims to ensure that you receive the best possible service at all times. One of the best ways to do this is to listen to what customers have to say about the services. If anything has gone wrong it is important that it is reported, so that any faults can be put right quickly. This page and the attached information explain how the compliments and complaints procedure works.

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the council or its staff, affecting an individual customer or a group of customers.

A complaint does not include:

• Request for a service (e.g. housing repair)
• Request for information or explanation of council policy or practice
• Matters for which there is a right of appeal within the council or to an independent tribunal
• Matters relating to a request for a service that has been previously notified to the council and is awaiting action within an agreed timescale (e.g. a non-urgent housing repair that may be actioned up to 28 days after notification)
• Matters where the council is not the provider or commissioner of the service
• Issues about the conduct of a serving Borough or parish councillor
  (See details of how to make a complaint about a councillor)

What is a compliment?

A compliment is an expression of satisfaction, however made, about the standard of service, action or individual staff member's performance affecting an individual or group of customers.

A compliment or complaint can be made by either clicking here, in writing, or by telephone.

Contact Committee Services

Telephone: 01455 238141