Give us the chance to put things right
Before submitting a complaint, have you given us the chance to resolve your issue or enquiry?
Our report forms covers issues including:
- missed bin collections
- potholes
- highways
- contacting a department or officer
- trees
- fly tipping
If you remain dissatisfied with the response you receive
You can submit a complaint about a council service to a dedicated complaints officer in the Customer First Office.
To do this you can:
- complain via an online form
- telephone the Customer First team on (0191) 643 2280
- email yourcomplaint@northtyneside.gov.uk
What happens next
There are 3 different complaint procedures:
- Corporate – for all council services that don’t fall under the following statutory procedures
- Adult social care – this is a statutory procedure for complaints about adult social care
- Children’s social care – this is a statutory procedure for complaints about children and learning
When your complaint is received:
- A Customer First Officer will work with you to make sure your complaint is managed in the right way and via the correct procedure,
- they will agree a ‘statement of complaint’ with you and confirm your desired outcome,
- provide you with a complaint acknowledgement and reference number,
- explain likely timescales,
- allocate your complaint to the right council officer / team for investigation, and
- make sure you receive a response in time.
- Finally, the Customer First Officer will work with you if you are not satisfied with the complaint response and explain escalation options.
Find out more about our complaints procedure.
Complain about a councillor
If your complaint is about a councillor, contact the standards committee.