Statutory complaints
A statutory complaint involves issues where we must follow a formal legal process, such as social care and safeguarding.
The following form is not to be used to:
- report or check progress on a highways fault
- claim for damages
- make a Freedom of Information or data request
- report a data breach
- make pension enquiries
You must give us:
- your name
- a contact address or email
- a contact phone number
- a detailed description of your complaint
When you will get a response (for children’s services)
You will receive acknowledgement of your complaint within five working days. You should get a response within 10 working days. We will tell you if we need more time.
If you are not satisfied with the response, you can ask for an independent investigation.
You should receive a further reply within 25 working days. We will tell you if we need more time. Complex issues can take up to three months.
If you are still not satisfied, you can request an independent panel to review how your complaint has been handled.
If your complaint is about a service regulated by Ofsted, you can complain directly to it.
When you will get a response (for adult care and well-being services)
You will receive acknowledgement of your complaint within two working days. You should get a response within 15 working days. We will tell you if we need more time.
If you are not satisfied with the response, you can ask for an independent investigation.
You should receive a further reply within 20 working days.
If you are still not satisfied, you can complain to the Local Government Ombudsman.
For advice, read our complaints policy.
Customer Relations
The quickest way to resolve your complaint is to complete our online contact form.
However, if you would like to speak to one of our Customer Relations advisers, you can call us on 01522 843322 as long as it is not a general enquiry or update request for one of the following areas: