Why we need your information and how we use it. We use the information that you provide us with when you submit your complaint. This will usually include your name, your address, your contact details, details of your complaint and any supporting documents that you choose to provide to support your complaint.
In order that we can deal with your complaint properly and as thoroughly as possible, we may sometimes ask you for further information. We access information that other Council services might have about you in respect of the complaint you submit to us.
For example, if your complaint concerns a Council Tax liability, we may ask colleagues in the Revenues and Benefits Service for information or access the Council’s database for Council Tax accounts.
At Stage 2 of the Council’s corporate complaints procedure, we deal with various issues such as:
- bin collection
- planning applications
- housing and homelessness applications
- claims for benefits
- Council Tax liability
- anti-social behaviour
- school admissions
- adult learning services
- street cleaning.
Broadly speaking, we cover the majority of services provided by the Council. We may therefore seek information about you or share information about you that is relevant to our complaint investigation with colleagues across Council services, depending on the matter that is the subject of your complaint.
Similarly, in providing a support function in respect of complaints about Adult Social Care and Children’s Services, we may ask for information about you or access the relevant databases. We may share information about you with colleagues who work in social care services.
If through our complaint investigations, or through our processing of your complaint, we identify any safeguarding issues, we will make the appropriate referrals to the Adults’ or Children’s Safeguarding Teams. When this is the case, we will share information such as your name, address, contact details, or any other relevant information to enable colleagues in Safeguarding in assessing the case and to take action as they deem appropriate. When appropriate to do so, we will inform you that we have made such a referral.