What happens after you complain

Part of: Complain about a council service

Contents

Your complaint will usually be dealt with in two stages.

Stage 1

We aim to respond within 20 working days from the day we receive your complaint. If there are delays, we will keep you updated. If your complaint cannot be resolved at this stage, it can be moved to stage 2.

Stage 2

We aim to respond within 10 working days once your complaint moves to stage 2. If the matter is complex, the investigation may take longer. We will keep you informed of progress and let you know if the response time needs to be extended.