4. What is not a complaint
Informal service issues
We encourage all our staff to work with customers and to try to find a resolution to any expressions of dissatisfaction without the need to use the formal complaints process.
In many cases we can resolve an issue very quickly – by putting the problem right straight away. We consider these types of cases as informal service issues.
An example might be where a refuse team has not picked up a customer’s bin, but once the team is made aware of this the bin is picked up on the same day.
However, when a customer is unhappy about the way that a service issue or request was handled, this should be dealt with under the council's complaints procedure.