Who can make a complaint?
Anyone who uses our services or is directly affected by the actions or inactions of the Council (or someone acting on our behalf), can complain.
We also accept complaints from people acting on behalf of others. If you would prefer you can ask someone else, such as a relative, friend, carer, advice agency or advocacy worker to help you with your complaint. You can also ask them to represent or accompany you at any meetings with the Council.
Complaints can also be made via your local Councillor, Member of Parliament, or another elected official.
Where appropriate, the Council will require your written permission to correspond with a representative or elected official on your behalf. This is to ensure compliance with data protection requirements and gives us reassurance that your wishes are being followed.
All complaints will be managed in the same way and will receive the same standard of service and response, whether you raise a complaint directly with the council yourself or choose to use a third-party representative or an elected official to act on your behalf. Similarly, any correspondence we receive from third parties will be actioned in the same way as if it were received directly from yourself.
Sometimes someone affected may be unable to make a complaint themselves because they are too young, vulnerable, or do not have the mental capacity to consent, and you may want to act as their representative or advocate on their behalf.
If you are complaining on behalf of a child or young person, we must confirm (where possible) that the child or young person is happy for this to happen, and that the complaint submitted reflects their views. The Council must also consider whether such representation is appropriate and whether you are acting in the young person’s best interests.
If we decide that a young person is mature enough and able to understand what is involved, we will usually encourage them to complain to us themselves. If the young person feels that they are best placed to make their complaint, we must respect their decision.
Similarly, if someone is acting as a representative on behalf of a vulnerable adult who does not have the capacity to consent, we must be certain that the complaint is being pursued in that adult’s best interests. In such cases, the Council will decide how to progress the matter in accordance with the Mental Capacity Act 2005.
Where appropriate, anyone wanting support to complain will be signposted to relevant advocacy services, advice agencies or legal representatives.