Compliments, comments and complaints
The Council has a Corporate Complaints Procedure which ensures that complaints and compliments are dealt with speadily, fairly and consistently. Information about the procedure can be found below.
You can use this procedure to make comments to the Council about its services, or any other matter that is important to you.
If you wish to make a complaint or offer a compliment or a comment, you can do this on-line by following the link:
Online Complaint, Compliment & Comment form
What is a complaint?
Middlesbrough Council has a complaints and compliments procedure that covers all the services it provides directly, or for which it is responsible. The most common complaints we receive are about:
- the way the Council provides a service;
- the level or quality of a service;
- failing to provide a service;
- failing to provide correct information.
The Council’s complaints procedure does not deal with things such as:
- planning permission or traffic regulation orders;
- issues or services that are not the Council’s responsibility, such as NHS Trusts and Erimus Housing
- anything to do with an insurance claim against the Council;
- other matters that should be dealt with by a tribunal or the Standards Board for England. This deals, for example, with standards of Councillors’ behaviour.
- One-off incidents such as faulty streetlights, potholes, or a missed meals on wheels delivery are not dealt with as a complaint. Instead, we will deal with these as service requests. If we do this we will write and inform you.
However, if something is not put right after you have told us about it (or if the same thing keeps going wrong) then we will deal with it as a complaint.