Corporate complaints and compliments policy
Section 2 - Council objectives
11.The objectives of the Council's Corporate Complaints and Compliments Policy are based on the Local Government and Social Care Ombudsman's Complaint Handling Code and the Housing Ombudsman Complaint Handling Code. In particular:
a. we are committed to ensuring everyone knows how to complain and how a complaint will be handled by the council.
b. the council will make reasonable adjustments where necessary so that our customers can fairly access our complaints process.
c. we will ensure that complaints are addressed fairly and consistently across the council.
d. We will ensure that complaints are monitored, and we will learn from our mistakes to improve our services.
e. Improve customer satisfaction and confidence in the way the council handles complaints and provides its services.
f. Provide customers with the opportunity to provide feedback on its services.
g. Gives the council the opportunity to put things right where mistakes have been made.
12. The council will publish this policy online Complaints - Gateshead Council. Anyone can ask for a printed copy from a council-maintained centre. Information about the Local Government and Social Care Ombudsman's Complaint Handling Code, and the Housing Ombudsman's Complaint Handling Code is available within this policy and online. (see Appendix 2 and 3).