What is a complaint

We define a complaint as: "An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents."

For example, a complaint is where:

• there has been a delay in providing a service
• we have made a mistake in the way we have provided a service
• we have failed to deliver a service - this could relate to quality, standard or service level
• we have not listened properly
• we have not followed our processes or policies
• we have not met our legal, statutory or regulatory requirements
• we have not delivered against a commitment or promise
• our staff have not been helpful or have not conducted themselves correctly.

Find out more about how to make a complaint.

What may not be a complaint

Service issues

The quickest way to resolve an issue is to report it directly to the service involved, rather than using the formal complaints process. Check out ways to report an issue.

Examples of service issues include:

• Reporting a missed bin
• Report a repair to a council property
• Report an issue with fly-tipping
• Report an issue with dog fouling
• Report an issue with litter
• Report an issue with anti-social behaviour
• Report a fire or structural safety concern

If we fail to resolve your concerns via this route, or you do not consider this route to be appropriate, then you can make a formal complaint.

Appeal a decision

Some services have a separate appeal process if you believe we have made the wrong decision. In these cases, you should use the appeals process instead of making a complaint. We have specific web pages that explain how to appeal:

• Appeal a Housing Benefit decision
• Appeal a refusal of planning permission
• Appeal a planning enforcement notice
• Appeal a Council Tax bill or decision
• Appeal a parking ticket (Penalty Charge Notice)
• Appeal a Fixed Penalty Notice
• Appeal a food hygiene rating

Conduct of our councillors

There is a separate process if you need to complain about the behaviour of local councillors (also called elected Members). This includes borough councillors and parish and town councillors within the borough of Dacorum. The Code of Conduct for Members describes the standard of behaviour expected of councillors.

Find out more about the Code of Conduct and how to complain about a councillor.