We would like to hear from you if you have a suggestion about how we can improve our service or if you are happy with any part of the service you have received. You can do this online, by email or letter, in person or on the telephone - see our contact details below.
Further information about the corporate complaints process is in the document 'How to make a comment or complaint' available below.
A leaflet is available for young people so they can make any comments, compliments or complaints. For more information please call 023 9284 1172.
Complaining to schools
Schools have their own complaints procedures - if you would like to complain to a school, please contact the school direct for a copy of this procedure.
The fluency duty
Complaints related to the HM Government Code of practice on the English language requirement for public sector workers (the fluency duty) will be considered under the council’s Corporate Complaints Policy.
The fluency duty defines a legitimate complaint as “one about the standard of spoken English of a member of staff in a customer-facing role. It will be made by a member of the public or someone acting on his or her behalf complaining that the authority has not met the fluency duty”. However, the duty also excludes that “a complaint about a member of staff’s accent, dialect, manner or tone of communication, origin or nationality would not be considered a legitimate complaint about the fluency duty.”
Public authorities are not obliged by the fluency duty to respond to complaints that are vexatious, oppressive, threatening, abusive, without foundation and/or which are intended to result in harsh or wrongful treatment of the person who is the subject of the complaint. In these types of circumstances a complaint will not be taken forward by authority.