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What is a complaint

Tell us what went wrong

Norwich City Council values the importance of complaints to help us to get things right for our customers. All complaints are investigated and taken seriously.

What is a complaint?

‘A complaint is ‘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.’

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
  • Made a decision without consideration of all the facts

A complaint is when our service has failed and when you tell us you are unhappy with it, you do not have to use the word ‘complaint’ for it to be treated as such.

Full details of our complaint process can be found in our Corporate complaint policy.

What is not considered a complaint

A request for information or a service.

Submit a report if you need to ask us to sort something out right away, for example:

Report other issues

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

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