Corporate complaints and compliments policy

50. The council's Corporate Complaints and Compliments Policy is aligned with the Local Government and Social Care Ombudsman's Complaint Handling Code and the Housing Ombudsman Complaint Handling Code.

51. A complaint can be remedied at any stage of the complaints process and appropriate remedies can be provided at any stage of the complaints process without the need for escalation.

52. There are two stages to the complaint's procedure, and a complaint can be resolved at any time during these two stages.

53. The council will establish processes to consider complaints that can be responded to as early as possible, and which require further investigation. Factors such as the complexity of the complaint and whether the resident is vulnerable or at risk will be considered. Most Stage One complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.

54. Throughout the life of a complaint, you will have a suitable representative of the council deal with the complaint on your behalf.

55. On completion of the Stage One and Stage Two investigation, you will receive a response in clear plain language detailing the following:

a) The complaint stage.

b) The complaint definition.

c) The details of any outstanding actions.

d) The decision on the complaint.

e) The reasons for any decisions made.

f) The details of any remedy offered to put things right.

g) Contact details for the Local Government and Social Care Ombudsman or the Housing Ombudsman.

56. Any person responding to a complaint should take the following steps:

a. clarify any aspects of the complaint they are unclear about.

b. deal with complaints on their merits, act independently, and have an open mind.

c. give you a fair chance to set out your position.

d. take measures to address any actual or perceived conflict of interest; and e. consider all relevant information and evidence carefully.

57. Should you require any reasonable adjustments under the Equality Act 2010, the council will facilitate this. The council will keep a record of any agreed reasonable adjustments and will keep this under review. We will listen to our customers, be flexible and respond appropriately with reasonable adjustments to always meet the needs of all our customers.

58. Unless there are valid reasons not to do so, a complaint can be escalated through all stages. The council will inform you of these reasons.

59. A full record of the complaint will be kept, along with the outcomes of each stage. All documents relating to the complaint will be kept in line with the council's data retention policies. The following will be kept:

a) The original complaint

b) The date it was received

c) All correspondence with you

d) All correspondence with any other parties to the complaint

e) Any relevant supporting documentation.