What can’t be considered under the complaints procedure?
The complaints procedure does not cover:
- first-time requests for services
- requests for information
- matters for which there is a right of appeal, or an alternative complaints procedure
- matters which are, or could be expected to be, the subject of legal proceedings
- complaints about matters over which we have no control (although we will help in directing or referring to the appropriate organisation or agency wherever possible)
- complaints about policy decisions where the decision has been taken in line with due process (complaints about maladministration in developing, applying or implementing a Surrey County Council policy might be considered)
- insurance claims
- complaints about County Councillors
This list is not exhaustive and the Customer Relations Team has discretion to not accept complaints under the complaints procedure if there is a more appropriate dispute resolution process available.
Please note: The complaints procedure does not generally question the professional judgement of officers where this has been reasonably applied and cannot be used to overturn decisions that have been properly taken.