Customer Feedback

Find out how to complain or compliment the council about a service.

Due to the unprecedented challenges we are facing during the coronavirus pandemic, resources may be diverted away from our usual compliance work.

While the statutory timescales cannot be extended the response to your enquiry/complaint may be delayed as we help with other challenges.

Your patience is appreciated during this difficult time. We will respond as soon as we can.

Your feedback is important to us so we can learn from it and use it to inform our service improvement. 
 

Making a complaint

We want to make sure we deal with your feedback as effectively as possible. We have set out below the ways in which to contact us about the following: PLEASE NOTE:  Our complaints process does not cover: 
  • Explanations of policy or practise
  • An issue which is being heard by a court or a tribunal
Our complaints processes are set out here:   
Complaints about adult and child services:   

Compliments and suggestions 

If we are doing something well, we want to hear about it: If it’s about one of our employees, we will make sure that your feedback is passed on.

If you have an idea about how we can improve how we deliver our services to you, please let us know:

Complaint about an elected member 

The member’s code of conduct is part of the county council’s constitution. If you believe that an elected member of the council is not following their code of conduct, click here to find out how to issue a formal complaint.

Northumberland County Council information services (IS) register domains on behalf of many internal departments, customers and schools.  
 
General customer enquiries
For general enquiries regarding domains managed by Northumberland County Council, please contact the IS service desk (details below).

We will acknowledge your enquiry within four hours and respond to\resolve your enquiry within three working days.
 
Abuse
If you have any issues with spam or phishing from a domain managed by Northumberland County Council or you feel there is any issues with abuse of an NCC-managed domain, please contact the IS service desk or email abuse@northumberland.gov.uk
 
Complaints
If you feel we have let you down, please contact the IS service desk on 01670 627004 or email IS_ServiceDesk@northumberland.gov.uk 

If your are unhappy with your service please feel free to ask for your complaint to be escalated. Complaints would be escalated in the following order; team leader, customer and service desk manager, ICT services support manager, chief information officer.
 
Complaints can also be raised with Nominet directly. Please see http://www.nominet.uk/resources/complaints for more details.
 
Contact details
 
Information services service desk