How your complaint is reviewed

When we receive your complaint, it will be allocated to a senior manager within the relevant service area. It will be acknowledged within five working days, and you will be given the investigator’s name and contact details.

We will try to complete the investigation into your complaint and let you have our formal response within a further 20 working days. If this is not possible, we will advise you of the date by which you will receive a full reply.

If your complaint concerns the chief executive, it will be referred to the monitoring officer. The monitoring officer will decide how your complaint will be dealt with.

The monitoring officer may investigate the complaint, or appoint a person independent of the council to carry out an investigation or deal with your complaint as he/she considers appropriate. The decision of the monitoring officer will be final and it is not subject to a right of appeal within the council.

If your complaint alleges that a councillor has failed to comply with our code of conduct for members, it will be dealt with in accordance with our arrangements for dealing with standards allegations under the Localism Act 2011.