How we handle complaints

Possible outcomes

Deciding

We will make one of the following decisions:

  • uphold all or part of your complaint and tell you how we intend to put things right
  • uphold your complaint. Not make any recommendations because we have put things right earlier in the complaint process
  • uphold your complaint. Not make any recommendations
  • not uphold your complaint
  • tell you we cannot or will not investigate your complaint.

Putting things right

We might:

  • apologise to you
  • provide a service you should have had
  • make a decision we should have made before
  • reconsider a decision we did not take properly in the first place
  • improve our procedures so similar problems do not happen again
  • make a payment

Further rights of complaint

When we send you a written response, we will tell you if there is another stage of the complaint procedure.

Where there are no more stages, we will tell you how you can take the matter further, such as with the Local Government and Social Care Ombudsman or Information Commissioner.

Contact switchboard and out of hours

Telephone: 01702 215000

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