Complaints Policy and Procedure

Who can make a complaint?

Anyone who uses, or is affected by, our services can make a complaint including:

  • our residents
  • people who work in, or visit, the Borough/District
  • local businesses
  • community groups

A complaint can also be made by a representative:

  • acting on behalf of someone who is unable to make the complaint themselves because of physical or mental incapacity
  • where they have been asked to act on behalf of a customer
  • acting on behalf of someone who has died

For complaints made by a representative we normally require written authority from the customer (or from the executor or administrator of their estate) to deal with the representative acting on their behalf.