The council’s corporate complaints process has two stages. All complaints are logged onto a central database and the complaint is managed by the relevant service area. If you remain unhappy after stage one, the second stage is for your complaint to be reviewed by a senior member of staff within the service. If you remain unhappy after stage two, you can complain to the Local Government and Social Care Ombudsman (LGSCO).
Our complaints policy is published on our website. We also have an Unreasonably Persistent Complainants Policy which will be sent to individuals when it applies.
There are some specific services that have their own complaints processes, usually because the law says that we have to. You can read a list of these exceptions, and the complaints policy on the website.
As complaints can cover any area of council business, the complaints process handles a wide variety of personal data.
Personal information collected
- Address & contact details
- Financial information
- Equalities Information
- Property information
- Criminal/Prosecution Information
- Health/Medical Information
- Social Services Records
- Human Resources Records
- Other Agencies Involved
- Education Information
- Housing Information
- Information from the Local Authority from where you live and previously lived
- Family/Relationship Information
- Support Network
- Referral/Assessment Information
- Images in photographs or film/CCTV
Who we share the information with
- Local Government and Social Care Ombudsman
- Housing Ombudsman
- Legal representatives
- Council services
Legislation that applies
The council’s complaints process is written in line with the Local Government Act 1974. Where you are complaining about a specific service, any legislation that applies to that service may apply to and impact your complaint.
How long we keep your information
The retention period for complaints is 10 years in line with the council’s big bucket retention schedule. Complaints records are kept for 10 years after the last contact or date of death.