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
When we receive your complaint:
Our Administration team will send you an acknowledgement within two working days.
Our Complaints Officer will then investigate your complaint thoroughly and will aim to provide a written response within five working days.*
Should you be dissatisfied following the response provided, you can request that the complaint is moved to stage two Director's Review.**
*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.
**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
Once your request for the complaint to be moved to Stage two is received, our Complaints Officer will receive acknowledgement within 48 hours to inform you that your complaint has been escalated to Director Review.
A Director will review the circumstances and evidence for the complaint and provide a written response within five working days of receipt.
Should you remain dissatisfied following the response provided at by our Director, you can request that the complaint is transferred to stage three.
Stage 3 - Independent Review
Once your request for the complaint to be moved to Stage three is received, you will receive acknowledgement within 48 hours to inform you that your complaint has been escalated and passed to our Independent Advisory Group (IAG).
Members of the IAG panel are not employed by Dukes and will provide an independent review of all evidence and the management of the complaint at stage one and two.
A written response from IAG will be provided within 10 working days.
If, once you have received the response from IAG, you remain dissatisfied with the outcome, our Complaints Officer will provide you contact details for our client (the council).
Stage 4 - Independent Review
You will be responsible to contact the client to advise them of the complaint. We will provide them with all of the responses that we have provided to you, along with data including body worn camera footage etc.
The Council will provide a final review of the complaint independent to Dukes in accordance with their own timeframes.