Complaints during coronavirus (COVID-19) outbreak
We will try to respond to complaints and where possible within time frames. However, the council needs to prioritise its staff and resources on the delivery of key services.
The Local Government and Social Care Ombudsman recognises this and has given guidance.
We provide a wide range of services across the county. Find out more about comments, compliments or complaints about one of the specific services below:
- Adult social care
- Children and young people social care
- County councillor's conduct
- SEN and disability complaints
All other services
We have a duty to listen to your concerns, and follow a Corporate Complaints Policy (pdf format, 253KB) - it provides details of how we will handle your complaint.
Use the form below to tell us if you're unhappy about any council service, or with the way you feel we responded to your concerns.
Why make a comment or complaint?
Watch our short film about why complaining matters.
Most of us are quite good at complaining about things we can't change lots.
Woman1: Errm let me think.
Woman 2: My husbands smelly socks
Woman1: Lots of cues of people and people push in. oh I just guess my goats
Man1: I want a pizza with no cheese on it
Voice over: but what about those things your council can do something about
Old woman: Great big potholes in the road
Man1: the bin situation
Woman 2: this new recycling system they have bought in
Old woman:what's all these taxes for if nothing gets done.
Voice over: It's easy enough to say it out loud but have you ever actually made a proper complaint
Old man: Well who to
Old man2: No I dont think I have
Old woman: well I haven't my daughter has
Woman1: I just stamp my foot
Voice over: your local councils take pride in providing good value high-quality services for you but things aren't always perfect and we want to know about. It actually it's really easy you can make a complaint online
Old man1: I'm a technophobe. I can't cope with computers. I've tried
Voice over: but you can just as easily write a letter or simply phone
Old man1: Oh I can make a phone call.
Voice over: we want to hear when our service isn't up to scratch all you have to do is let us know
Old woman1: it's no good just whinging alone and it's um you know you need to really do something about it
Woman1: I'm going to complain.
Voice over: it's your voice use it
What happens after you make a complaint?
Once you contact us we will respond to you within three days. We usually contact you to find out more about your complaint and let you know how we will work with you to resolve it.
Most complaints are resolved at an early stage, and we aim to deal with your complaint efficiently to make sure you don’t have to wait long for a resolution or explanation.
In some cases, a complaint may take longer to resolve, depending on the issue. At all stages, we will discuss and keep you informed about how long the investigation will take.
Taking things further
The Local Government Ombudsman investigates complaints about councils and other organisations in a fair and independent way – contact them if you think that we haven’t dealt with your complaint to your satisfaction.
Local Government Ombudsman
PO Box 4771
0300 061 0614
The Ombudsman's Annual Letter
Each year, the Local Government and Social Care Ombudsman issues an annual review in which he sets out the number of complaints he has dealt with concerning the county council and summarises the outcome in each case. The annual reviews are useful in learning lessons about the council's performance and complaint handling arrangements.
Comments, compliments and complaints about other councils
If you have feedback for a district council, visit their website: