Before you make a complaint
We welcome your complaints and feedback. If we are doing something wrong or that you are not happy about, please tell us about it.
Likewise if you want tell us about something we're doing well or that you like, let us know.
Our complaints policy explains in more detail how we handle feedback.
What counts as a complaint
We have adopted the Ombudsman Service's definition of a complaint:
An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the council, its own staff, or those acting on its behalf, affecting and individual resident or group of residents.
What we cannot treat as a complaint
In accordance with our customer complaint and feedback policy we cannot process any of the following as complaints:
- a request for service – for example, request for a housing repair or removal of fly-tipping
- an expression of dissatisfaction with services made through a survey
- complaints regarding formal decisions taken by a committee for which there is an existing right of appeal – either within the council itself or to an independent tribunal
- any matter where there is an alternative statutory process or appeal process
- complaints about councillors
- requests for information or explanations of our policies or practices
- feedback relating to a planning decision or planning enforcement matter – visit the planning section to find out more
- complaints relating to services delivered by Nottinghamshire County Council, including roads and potholes
- the issue giving rise to the complaint occurred more than 12 months ago or you became aware of the issue more than 12 months ago
- housing disrepair claims
- legal proceedings have started – this is defined as details of the claim, such as the claim form and particulars of claim, having been filed at court
- matters that have previously been considered under this policy
if we decide to not accept your complaint as part of our complaints process, we will notify you and explain the reason why.
Who can complain
Any resident, tenant or user of services provided by us. Alternatively, you may:
- represent an organisation
- be an advocate for a service user affected by how we provided our services