How to Complain or Compliment Us About Our Service

Do We Measure Up?

We set high standards across the full range of services we offer. We aim to deliver those standards all of the time.

But we also know that we don't always get it right - and when we don't measure up, we want you to tell us about it.

We also want you to tell us when you're particularly pleased with us, when we exceed your expectations.

We can then learn from both our mistakes and successes, and make services even better in the future.

When Should I Complain?

• If any of our services haven't reached the standard you expect.
• If there's a fault or problem you think we should fix.
• If you feel a member of our staff has treated you badly or unfairly.
• If we don't do something we have promised to do.
• If you are unhappy about anything else we have (or have not) done.

You may also want to compliment us when we've helped you in a particular way, or where we've done more than you expected of us.

How Can I Complain?

If you just want to:

• Tell us about a job you want us to do, (such as empty your bin if our collectors have missed it, or carry out a repair at your house) or
• Report a fault for us to fix, (such as a broken streetlight, a pothole or a vandalised bus shelter);

All you need to do is phone or email the department involved. There is a list of phone numbers and email addresses on the Contact Us page.

But if your problem is more complex or perhaps we may have failed to do something we promised to, the easiest way to inform us is to fill in the online Complaint/Compliment Form or send an email. Alternatively you can download a form here and send it to us by post or write a letter to the appropriate department. Our staff will be happy to help with this if you wish.

Your complaint will then be handled as an official complaint. Please address these more complex problems to the relevant Head of Service.

If you're not sure which Head of Service you should direct your complaint to, please mark it 'for the attention the Chief Executive's Office'.  

Compliment

If you are making a compliment you can also use the online Complaint/Compliment Form, download a form to post to us, write to us or send an email. We will make sure it is passed on to the staff involved.

What We Will Need To Know

• Your name, and details of how to contact you.
• Details of your complaint or compliment.
• What you want us to do to put things right.

What You Can Expect From Us

We will:

• Investigate your complaint carefully and thoroughly.
• Write back to you with a full reply in ten working days (occasionally we may need longer than this, but when we do, we will tell you why this is and when we can reply).
• Our staff will be polite and give their name when speaking to you.
• Our letters will be written in everyday language, avoiding jargon.
• You will not be treated any less favourably as a result of complaining about our services.

There are some things we can't change...such as things we are required to do by law, or policies which have been set which guide the way some services are delivered. But we will always explain why this is, and tell you who else to contact if you are still unhappy.

Many local services are now provided by other organisations. If you contact us about any of these services, we will tell you where you can contact them.