Council and democracy

Definition of a Complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Service or its staff affecting an individual customer or group of customers.

Examples of complaints would be where a customer considers that there has been:-

• Failure to provide a service at the right time or to the standard expected of the Service.
• Dissatisfaction in answering a query or responding to a request for a service.
• Failure to follow the Service’s agreed policy, orders or procedures.
• Failure to take proper account of relevant matters in coming to a decision.
• Discourteous or dishonest behaviour by a member of staff.
• Harassment, bias or unfair discrimination.