Complaints

Tell us what went wrong

Norwich City Council values the importance of complaints to help us to get things right for our customers.  A complaint is when someone is unhappy with our service, actions, or lack of actions. This can be about our staff or anyone working on our behalf, and it affects one or more residents.

If you make a complaint about an issue that we do not consider a complaint under our complaints policy, we will treat it as a different type of enquiry or request instead.

What is not considered a complaint

• request for information
• the issue occurred over 12 months ago
• matters that have previously been considered under the complaints policy
• the issue is not about the council, our contractors, or a service we provide
• appeals or disputes:
  • parking ticket disputes
  • planning and licensing application appeal
  • housing benefit appeal
  • home options banding appeal
  • council tax reduction appeal
  • council tax banding appeal
• service requests:
  • missing bin
  • Missed bin collection
  • Rubbish left after collection
  • Fly-tipping needs clearing
  • Graffiti
  • Make a noise complaint
  • Change of details/circumstances
  • A repair
  • Anti-social behaviour
  • Illegal parking

Report other issues

What is considered a complaint?

You can complain to us if you think we have:

• done something wrong
• behaved unfairly or not politely
• not carried out a service to an agreed standard
• not responded to your request for service within our stated timescale
• not followed our own policies, rules or procedures

If you wish to submit a complaint go to How to make a complaint.