Corporate complaints and compliments policy

90. Redress, remedy and compensation will be decided by the Service responding to the complaint and will reflect the extent of any and all service failures and the level of detriment caused as a result.

91. The below is a non-exhaustive list of potential remedies to a complaint:

a. Apology.

b. Acknowledging where things went wrong.

c. Explanation, assistance, reasons.

d. Taking action if there has been a delay.

e. Reconsidering or changing a decision.

f. Amending a record and/or adding a correction or addendum to a record.

g. Financial remedies.

h. Changing policies, procedures, or practices.

92. When responding to a complaint, the council will clearly set out what will happen and by when, in agreement with the customer where appropriate. Any remedy proposed must be followed through to completion.

93. The council will take account of the guidance issued by the Local Government and Social Care Ombudsman or Housing Ombudsman when deciding on appropriate remedies.

94. In awarding compensation, the council will consider whether any statutory payments are due, if any quantifiable losses have been incurred as well as the time and trouble you have been put to and any distress and inconvenience caused.

95. If the proposed remedy cannot be delivered, for whatever reason, you will be informed of the reasons for this and provided with details of an alternative remedy and of their right to refer the matter to the Local Government and Social Care Ombudsman or Housing Ombudsman.