Our principals when responding to complaints
- We will deal with complaints impartially, objectively, and professionally and all concerns will be taken seriously.
- We will make sure that as many complaints as possible are resolved swiftly and satisfactorily at the earliest stage of the process and we will ensure adequate support for everyone involved in the complaint.
- We will keep customers informed about the progress of their complaint and will provide a full response without delay.
- The identity of the person making a complaint will be managed in line with data protection legislation and only shared when it is necessary to do so to enable the investigation of the complaint.
- We will secure sensible and effective links with other procedures in local government to ensure the effective resolution of complaints.
- We will safeguard the child or young person's rights of access to other means of redress, such as the Local Government and Social Care Ombudsman.
- We will monitor our performance in handling complaints, and we will learn from our mistakes to improve services for everyone who uses them.