Coronavirus (COVID-19) service update:
Contact Centre calls:
Please only call our Contact Centre if your enquiry is of an urgent nature. If your enquiry is not urgent, please search our website for the information you need or submit using our online enquiry form below.
- Please note that we may be unable to respond to new complaints within the normal timeframe, as specified on our contact us page.
- We have also placed a temporary hold on any new escalation requests (where we ask a director or senior manager to review your complaint), should you be unsatisfied with your first response. Escalation requests will still be logged and we will notify you once the hold has been lifted.
- If not progressing with a complaint could lead to harm for an individual or their family, this will be escalated outside of the formal complaints process.
Before contacting us please try searching our website, you should be able to find most things you need and will obtain a quicker answer. Otherwise please use one of these two forms to contact us.
When you will receive a response
If you contact us online we aim to reply to all queries within 5 working days; however for complaints this will be within 10 working days to allow time for investigation.
Adult Social Care complaints are responded to within 20 working days. Children's Social Care complaints can also take 20 days but you will be informed if this is the case.
Unsatisfied with our response - what to do next
- Contact the person who responded to your initial complaint and ask for a senior manager to review it.
- If the senior manager’s response doesn’t satisfy you, you can ask for the Chief Executive or a delegated senior officer to review your case. They will investigate and aim to respond within 10 working days. This will be the final response from the council.
If you’re not satisfied after the council has considered your complaint, you can ask the Local Government and Social Care Ombudsman to investigate. The LGSCO is completely independent of the council.