You can complain if you are dissatisfied with an Alderstead Council service, an action the council has taken, or the way the council has handled a matter. Complaints are an important source of evidence because they allow the council to put individual problems right and identify recurring service failures.

Before you complain

If you are asking the council to provide a service, report a problem for the first time or give you information, use the relevant service page first. A complaint is normally the right route when the council has already had an opportunity to deal with the matter and you remain dissatisfied with the service, response or handling.

What to include

Explain what happened in your own words. Include the council service involved, important dates, any previous reference or correspondence and the outcome you are seeking. You do not need to use legal language. Clear factual information helps the council identify the records, speak to the responsible service and understand what resolution would address your concern.

How the council considers a complaint

The complaint is routed to the responsible service and reviewed by an officer able to consider what happened and the relevant records. The response explains the council's findings, whether anything should be put right, any service improvement arising from the complaint and the next review or escalation route if you remain dissatisfied.

Complaints about councillor conduct

A complaint specifically about the conduct of an elected councillor is handled through the council's standards arrangements rather than the ordinary service-complaints process. See Standards.

Independent review

Some complaints may fall within the jurisdiction of the Local Government and Care Ombudsman. Where that route applies, the council explains how to approach the Ombudsman once the council's own complaints process has been completed.