Excluded complaints
Your complaint will be dealt with in line with our corporate complaints policy unless there is a valid reason not to do so. For example:
- Complaints about issues which are more than 12 months old unless there are exceptional circumstances
- Day to day service requests or initial reporting of faults.
- Complaints made by our suppliers, partners, and other public authorities regarding our business relations.
- Disagreements with the Council's policies where the complaint is not based on an alleged failure to follow due process or a misapplication of that policy.
- Appeals concerning a matter where an alternative appeal/review procedure exists, such as an appeal within the council or to an independent tribunal (e.g. the awarding of Housing Benefits).
- Matters that have previously been investigated and responded to under the complaints policy. and has exhausted the complaints process with no new information or evidence being provided.
- A matter which is, or could be reasonably be expected to be, the subject of court or tribunal proceedings. Challenge of a Council or Committee decision would generally be by way of Judicial Review.
Please note that complaints can be raised up until the point legal proceedings have been filed. - Complaints that are in the hands of the council’s insurers where no other basis beyond compensation can be found.