Complaints help Brightmere Council resolve problems and learn from service failures.
Before making a complaint
If you are asking for a service, reporting a problem for the first time or making a general enquiry, use the relevant service or contact route first. A complaint is appropriate when you are dissatisfied with a council service, action or failure to act.
How we handle a complaint
- Record the complaint. We create a council record and identify the service responsible.
- Understand the issue. We may contact you if we need more information.
- Investigate and respond. The responsible service considers what happened, what should have happened and what action is appropriate.
- Explain the outcome. The response explains the decision, any remedy or service improvement, and any further review route that applies.
What is handled separately
Councillor conduct, information-rights reviews and other matters governed by a different procedure are not treated as ordinary service complaints.