Public Health complaints policy
Remedies
Redress, remedy and compensation will reflect the extent of any and all service failures and the level of detriment caused to the complainant as a result.
The below is a non-exhaustive list of potential remedies to a complaint:
- apology
- acknowledging where things went wrong
- explanation, assistance, reasons
- taking action if there has been a delay
- reconsidering or changing a decision
- amending a record and/or adding a correction or addendum to a record
- financial remedies
- changing policies, procedures or practices
In a response to a complaint, the council will clearly set out what will happen and by when. The council may agree this action with the complainant where appropriate.
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 the complainant has been put to and any distress and inconvenience caused.
If the proposed remedy cannot be delivered, for whatever reason, the complainant should 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.