Our Complaints Process
If you don't think we've delivered a high enough standard of service, please tell us so we can investigate.
Help us to help you
We request all official complaints are made in writing. Please give as much information as possible to ensure all details of your complaint are fully understood whilst maintaining an audit trail.
To make a complaint:
Use the button below to send us an email with the details of your complaint.
Please include your name, first line of address, postcode and Dukes reference number. (if applicable).
We will acknowledge receipt within 1 working day.
What happens after I've sent my complaint?
We have a four stage complaints process that we follow which must be adhered to by you, the complainant, at all times. A complaint cannot bypass stage one to move straight to Director’s Review. Similarly, the Council expects you to go through all three stages of our complaint procedure before they will review your complaint.
Stage 1 - Complaints Officer's Review
1. Our Complaints officer will acknowledge your complaint within 48 business hours.
2. Our Complaints Officer will look to resolve your complaint within 5 business days.
*Some investigations may take longer than others. If we can't get a response out to you in five working days, we guarantee to provide a full written response within 10 working days from receipt. Should you remain dissatisfied following the response provided, you can request that your complaint is moved to stage two Director's Review.**
**For your request to be upheld, you must provide a reason why you are not satisfied with the response given at Stage 1. Please note: your complaint will not automatically be transferred to Stage 2 without sufficient reasoning.
Stage 2 - Director's Review
Should you, remain dissatisfied following the response provided at stage 1, you can request that the complaint is moved to stage.
Our Complaints Officer will send an acknowledgement response to you, within 48 hours to inform you that your complaint has been escalated and passed to a Director who will then review the circumstances of the complaint and provide a full written response within 5 working days*.
Stage 3 - Independent Review
Should you, the complainant, remain dissatisfied following the response provided at stage 2, you can request that the complaint is moved to stage 3.
Our Complaints Officer will send an acknowledgement response to you, within 48 hours to inform you that your complaint has been escalated and passed to IAG.
Members of the panel are not employed by Dukes and provide an independent review of all evidence and the management of the case at stage 1 and 2. A response will be provided within 10 working days.
Stage 4 - Independent Review
Should you remain dissatisfied with the outcome at stage 3, details will be provided for the Council’s contact, who will review the complaint in accordance with their own timeframes.