A complaint means anything you want the ward to look into, including something this office did.
How it works: bring it to the desk or send it through the form, it is written in the complaints book with a number, and you have that number before you leave or by reply. Within five working days somebody tells you where it stands, including when the answer is that it is still being looked at.
A complaint about a staff member goes to the ward manager. A complaint about an elected member or a ward decision goes on the agenda of the next open meeting, which is the only honest way to handle it, and you may attend. If you would rather your name were not read out, say so and it will not be.
The ward publishes the number of complaints received and the number answered within five days every quarter, on the board and on this site. Last quarter it was one hundred and forty one received and one hundred and nineteen answered in time, which is not good enough and is published for that reason.
What a reference number is actually for: so that the next person you speak to can read the file instead of asking you to start again. Keep it, and quote it when you ring.