Complaint guidelines

In accordance with the County Treasurer's Complaints Procedure:

• If we are unable to deal with your complaint straight away, we will acknowledge receipt within five working days and tell you who will be dealing with it

• We will send you a full response or update as soon as we can but no later than 15 working days

• Complaints are used positively to review and amend our procedures

• If your complaint concerns one of our partners (eg Adult Services) we will refer your case to them and tell you who will be dealing with it