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Comments, compliments and complaints (Easy Read)

Contents

When you make a complaint

Stage 1

A hand writing on a piece of paper next to a laptop with a photo of a letter on the screen

We will send you a letter or email. 

This is to say we have received your complaint.

Two calendars - one is labelled Monday and the other is labelled Friday. There is an arrow pointing from the Monday calendar to the Friday calendar

We will do this within five working days.  

Working days means days we are open. 

A man sits at a desk holding a phone. He is writing in a notebook

Someone in the service will handle the complaint.  

We will tell you who this is. 

A young woman is on the phone to a man

We may ask for more information.  

We may ask how you would like to resolve the issue.  

Two calendars with an arrow pointing from Monday to Friday

After this, we will reply to your complaint within ten working days.  

Two calendars with an arrow pointing from Monday to Friday. Next to them is a woman sitting at a desk who is talking on the phone

Some complaints may take longer to respond to.  

We will tell you if we need longer.  

We will tell you how long we need.  

We will not take more than ten extra working days.  

A man reads a letter

We will tell you:  

  • what we think happened  
  • why we think it happened  
  • what we are doing about it  
A man is thinking. There are two thought bubbles above him with a thumb pointing up and thumb pointing down in each one

We will say if your compliant is upheld or not upheld.  

If it is upheld, we have evidence to support your complaint.  

If it is not upheld, we have no evidence to support your complaint.  

A group of people stand outside a council building

We will say what we have learned.  

We will also say what we can do to put things right.  

Stage 2

A young woman is on the phone to a man

You may feel unhappy with the outcome of stage 1.  

You can ask to escalate your complaint to stage 2.  

A man sitting at a table with a computer. Next to him is a calendar with the first day of the month and the twenty-sixth day of the month circled

You should do this within twenty working days of our stage 1 reply.  

Send your request to our Compliments and Complaints Manager.  

A man is typing

A different manager will review your complaint.  

We will tell you who this person is.  

Two men have a conversation using Sign Language

They may ask for more information. 

They may ask how you would like to resolve the matter. 

A man is typing at a desk. Next to him is a calendar

After they get your complaint, the manager will reply within twenty working days. 

A man is on the phone. Next to him is a calendar

Some complaints may take longer to respond to.  

We will tell you if we need longer.  

We will tell you how long we need.  

We will not take more than twenty extra working days. 

A man reads a letter

We will tell you:  

  • what we think happened  
  • why we think it happened  
  • what we are doing about it  
A man is thinking. There are two thought bubbles above him with a thumb pointing up and thumb pointing down in each one

We will say if your compliant is upheld or not upheld.  

If it is upheld, we have evidence to support your complaint.  

If it is not upheld, we have no evidence to support your complaint. 

A group of people stand outside a council building

We will say what we have learned.  

We will also say what we can do to put things right.

Last updated 07 June 2024

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If you are unhappy after stage 2