Corporate complaints and compliments policy

Stage 1 - Investigation of the complaint

60. When a complaint is made, we will acknowledge and log the complaint at Stage One of the complaints procedure within five working days of the complaint being received.

61. When a complaint is acknowledged, we will set our understanding of the complaint, the outcomes you are seeking and which aspects of the complaint we are, and are not, responsible for and clarify any areas where this is not clear.

62. A full response will be provided to the complaint within 10 working days of the complaint being acknowledged.

63. If an extension of time is required, for example due to the complexity of the complaint, a clear explanation of the reasons containing a clear timeframe for when the response will be received which will not exceed a further 10 working days without good reason.

64. When we inform you about an extension to these timescales, we will provide you with the contact details of the Local Government and Social Care Ombudsman or Housing Ombudsman.

65. At the completion of Stage One, the below will be confirmed in writing:

a. the complaint stage.

b. the council's understanding of the complaint.

c. the decision on the complaint.

d. the reasons for any decisions made.

e. the details of any remedy offered to put things right.

f. details of any outstanding actions; and

g. details of how to escalate the matter to the Ombudsman if the individual remains dissatisfied.

66. Where a response to a complaint falls outside the timescales set out in this policy, the council must agree with the individual suitable intervals for keeping them informed about their complaint.

67. A complaint response will be sent to you when the answer to the complaint is known, not when the outstanding actions required to address the issue, are completed. However, any outstanding actions will be tracked and actioned promptly, with necessary updates being provided to you.

68. A response will address all points raised in the complaint and provide clear reasons for any decisions. The response should reference any relevant policies, law, and good practice. The response will also clarify which aspects of the complaint the Local Authority is and is not responsible for. Clarity will be sought where this is unclear.

69. Any new issues raised that are related to the complaint will be incorporated into the Stage 1 response if it has not been issued. Any new issues raised will be registered as a new complaint if the Stage 1 response has already been issued, the issues are unrelated to the issues already being investigated or if including them will unreasonably delay the response.

70. If you remain dissatisfied after Stage One of the complaints procedure, you can request your complaint is escalated to Stage Two for a final review by the Chief Executive.

71. This must be done within 10 working days of receiving your Stage One response. It is important that customers escalate their complaints as soon as possible if they remain unhappy with the Council's Stage One response. However, the council understands that this is not always possible to do this and it will carefully consider all Stage Two requests submitted after this point.

72. Stage Two complaints are investigated on behalf of the Chief Executive by a nominated officer independent of the service area being complained about.

Stage 2 - Review of the complaint

73. If you remain unhappy with the outcome of your Stage One complaint, we will formally investigate your complaint at Stage Two of the Corporate Complaints and Compliments Policy. Stage Two is the Council's final stage of the policy.

74. Requests for Stage Two will be acknowledged and logged at Stage Two of the council's Complaints and Compliments Policy within five working days of the escalation request being received. We must be clear which aspects of the complaint we are, and are not, responsible for and clarify any areas where this is not clear. Our acknowledgement will set out an understanding of any outstanding issues and the outcomes you are seeking.

75. Stage Two is the council's final response and must involve all suitable staff members needed to issue such a response.

76. You will not be required to explain your reasons for requesting a Stage Two review of your complaint; however, we may contact you to understand the issues and your desired outcome as part of its Stage Two response.

77. The officer who dealt with the complaint at Stage One will not consider the matter at Stage Two. The Stage Two investigating officer may need to have discussions with the Stage One investigating officer(s) and other officers to fully investigate the complaint.

78. A response will be provided to the complaint within 20 working days of the complaint being acknowledged or, if this is not possible, an explanation containing a clear timeframe for when the response will be received which will not exceed a further 20 working days without good reason.

79. When we inform you about an extension to these timescales, we will provide you with the contact details of the Local Government and Social Care Ombudsman or Housing Ombudsman.

80. At the completion of Stage Two, the below will be confirmed in writing:

a. the complaint stage.

b. the council's understanding of the complaint.

c. the decision on the complaint.

d. the reasons for any decisions made.

e. the details of any remedy offered to put things right.

f. details of any outstanding actions; and

g. details of how to escalate the matter to the Ombudsman if the individual remains dissatisfied.

81. Where a response to a complaint falls outside the timescales set out in this policy, the council must agree with the individual suitable intervals for keeping them informed about their complaint.

82. A complaint response will be sent to you when the answer to the complaint is known, not when the outstanding actions required to address the issue, are completed. However, any outstanding actions will be tracked and actioned promptly, with necessary updates being provided to you.

83. When the council has finished considering a complaint it will tell you how to pursue the complaint with the Local Government and Social Care Ombudsman or Housing Ombudsman.