Corporate complaints and compliments policy
Section 1 - Introduction
Corporate Complaints Compliments Policy (PDF, 364 KB)(opens new window)
1.This policy sets out how we the council will deal with your complaints and compliments, in accordance with the relevant Ombudsman's Complaint Handling Codes.
2.The council's Corporate Complaints and Compliments Policy follows the Complaint Handling Code issued by the Local Government and Social Care Ombudsman.
3.Complaints relating to the Council's Housing Services are managed under the Council's Corporate Complaints and Compliments Policy, which follows the Complaint Handling Code issued by the Housing Ombudsman. Further details can be found in the Housing Services section of this policy.
4.To determine which Ombudsman to contact for independent advice on your enquiry, please visit the LGO website. (opens new window).
5.The council welcomes complaints and compliments from its customers. The council realises that things can occasionally go wrong, and people may not be happy with the service they have received.
6.Complaints are valuable to the council as they:
a. give customers the opportunity to provide feedback on its services.
b. gives the council the opportunity to put things right where mistakes have been made.
c. allows the council to improve its services and make sure mistakes are not repeated.
7.This policy sets out the council's approach when dealing with customer complaints. The aim of this policy is to provide guidance and expectations when investigating and resolving formal complaints or issues raised by the council's customers, or their representatives.
8.It is important that all complaints and compliments are made under these procedures so we can monitor performance across the council, identify topics and trends, and improve our services accordingly.
9.This policy does not cover complaints relating to an issue which is part of a statutory or legal process, or where other appropriate independent appeals processes or procedures are available (see section 5).
Compliments
10. The Council also welcomes compliments about its services and/or staff. A compliment can be made in the same way as a complaint (online, in-person, email, telephone, or in writing) or on social media. Once received, the compliment will be logged and acknowledged by staff. The Service and/or staff member will then receive the compliment. A compliment can be left anonymously.