The Assurance team will investigate your complaint:
- to make sure that you were treated fairly in your dealings with the Council by reviewing the circumstances around the issue or complaint
- by working with you with the aim of reaching a resolution that reasonably satisfies all parties
- to improve future dealings between the public and the Council by making changes when improvements are identified.
The management process and timeframe will be defined on a case by case basis. However, you can expect an acknowledgement of your complaint within three business days and we will keep you updated on how we are progressing with your complaint.
If we can’t resolve the complaint
The Council will do everything it can to provide a reasonable and considered response to your complaint. However, if you still are not happy with how we have dealt with your complaint, you can contact the Office of the Ombudsman or seek private legal advice.
All complaint investigations are free of charge.
If you have further questions about our process, need clarification or want new or additional information, email firstname.lastname@example.org.