There are two stages to our complaints procedure but we try to resolve most problems as quickly and easily as possible.

In some instances your complaint may be handled differently and we will tell you if this is the case. This might happen if:

  • There are legal proceedings.
  • You have a separate right of appeal e.g. where a planning decision is involved or a decision about Housing Benefit entitlement etc.
  • Your complaint concerns Children’s Services and comes under the Children’s Services Complaints and Representations Policy.

We define a complaint as a customer letting us know they are unhappy with;

  • The quality and/or standard of service provided,
  • The quality of information and/or advice given,
  • The Council’s failure to comply with procedures, rules, statutory obligation or published service standards.

This definition encompasses a wide range of issues that can be considered as a complaint. However, the Complaints Procedure excludes situations where an officer nearest to the point of service delivery resolves the query within 48 hours, such as a missed refuse collection or a telephone call not being returned immediately or where the complaint falls outside of the Complaints Procedure e.g. if it is about Children’s Services or a request for a service. 

More information about complaints which do not come under the complaints procedure can be found at Appendix A of the Procedure.

  Make a complaint

The complaints process

Many problems can be put right straight away, however if this is not possible the relevant service area will aim to investigate and respond to your complaint within 15 working days after your complaint being received. If this is not possible, the timescale may be extended by an additional 10 working days and you will tell you if this happens.

If you are not happy with the Stage 1 response and wish to take your complaint further you should write to:

Information Compliance
Torbay Council
Town Hall
Castle Circus
Torquay
TQ1 3DR

or email complaints@torbay.gov.uk within 30 working days of the date of the response giving details of the issues you are still unhappy about and what you think we should do to put things right.

The Information Compliance team will arrange for a Senior Officer within the relevant department to carry out an investigation. The Information Compliance Team will then review the investigation and respond to you with a final response no later than 30 working days after receiving your Stage 2 request. If we are unable to meet this deadline, we will tell you.

If you are still not satisfied after we have investigated and reviewed your complaint, then you can refer your complaint to the  Local Government Ombudsman  Opens in a new window .