Complaints policy and procedure

What is a complaint?

3.1    A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the council its own staff, or those acting on its behalf, affecting a resident or group of residents.

What is considered a complaint:

  • Incorrect or poor delivery of a service
  • Failure to follow a policy, procedure or legislation that affected the outcome for the customer
  • An employee (or any of our contractors or agents) has behaved inappropriately (including reports of bullying or discrimination)
  • Refusal to provide a service

What is NOT considered to be a complaint:

  • Issue giving rise to the complaint occurred over twelve months ago
  • Initial requests for service or information to put something right. For example, the first report of a missed bin is a request for service  
  • Requests for information
  • Reports  of Noise/ Anti-Social Behaviour / Hate Crime
  • Staff grievances
  • Whistleblowing reports
  • Matters of law or central government policy (these should be directed to local a local MP)
  • Complaints about services provided by other organisations, such as Herts County Council (although we will try to signpost you to someone who can help)
  • Issues where you or the council have started legal proceedings
  • Issues that have already been decided by a court or independent tribunal
  • An attempt to re-open a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision (unless new information is available)
  • Disagreement with a decision where an appeals process is offered, or a statutory right of appeal exists. Some examples are listed below, although this list is not exhaustive:
    • Planning consent
    • Enforcement decisions
    • Council tax decisions
    • Licensing decisions
    •  Parking appeals
    • Housing Benefit appeals
    • Housing application appeals
    • Insurance claims
    • Disagreements relating to commercial matters and negotiations.

3.2    If for any reason we decide not to deal with a complaint under this policy, we will explain why in writing.