Council services compliments & complaints
We aim to deliver high quality services with you, the customer, at the heart of everything we do.
However, we recognise that sometimes we do not meet the standards we set ourselves and that you expect. We welcome your feedback so that we can learn and improve.
We would also like to hear from you when we are doing things right.
Complaints will only be considered within 12 months of the issues happening, or the complainant becoming aware of those issues. However, this time limit can be extended at our discretion, if it is still possible to consider the concerns raised effectively and efficiently and this will be considered on a case by case basis.
Make a comment, complaint or compliment
If you are telling us about something, such as a missed bin, please give us the opportunity to correct things before logging a complaint. You can do this by finding the relevant service from our home page, search or A to Z.
If you've already reported the problem and it hasn't been resolved please continue to make a complaint.
You can also comment, compliment or complain by:
Our complaints procedure
There are 2 stages to our complaints procedure:
We register your complaint and pass it to a member of staff from the service area to investigate. They may contact you to talk about your complaint in more detail, and will try to solve your problem in a maximum of 30 working days.
If you’re unhappy with the result of stage 1, please contact us by email or call 0121 704 8005 within 10 working days of our response, explaining why you are still unhappy and what you would like to happen.
We will ask the Head of Service from the service area to look at your complaint again and check that we have done everything we can to try to solve your problem. We will aim to reply to you within 10 working days, however where a complaint is more complex to review this can be extended to 20 working days.
If you are still unhappy, you can contact the Local Government Ombudsman.
Complain about a particular service
Some services have a separate complaints procedure. You can complain directly about: