What is the time limit for making a complaint?
It is far easier to find out what happened and to put things right if complaints are received at the time of the incident. As time passes it becomes more difficult to investigate events fairly and fully – people’s memories fade, staff who were closely involved may have left the Council, or records may no longer be available.
For these reasons, we will usually only accept complaints made within 12 months of the issue occurring, or you first becoming aware of the issue.
If we decide that a complaint is ‘out of time’ we will explain why and advise you of your right to take our decision to the Ombudsman.
If you can show that there are exceptional circumstances for the delay in submitting your complaint, we may make a discretionary decision to accept complaints made outside of the 12-month limit.