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You are here: Home > Contact > Complaints > Informal stage

Complaints - Informal stage

This section describes the first step of our complaints procedure.

We aim to resolve the vast majority of complaints about Council services at the first point of contact. Please let us know of any problem to give us the opportunity to put it right as soon as we can.

In many instances the first point of contact with the Council may be the Council’s main Help Line (01737 276000) or at the Help Shops around the Borough. If your complaint cannot be resolved at the first point of contact, we will put you in touch with someone who can help you.

The kind of instance that you may wish to refer is a missed rubbish bin collection where the Help Line can log the details and ensure a message is sent to the appropriate unit to put the matter right. You can also report a problem online.          

If after you have contacted us you are still not satisfied or the issue has not been resolved then you should use the formal complaints procedure.

Tell me about

• Formal complaints - stage 1
• Formal complaints - stage 2
• Making a complaint - the aims of our procedure
• Further information on complaints           

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