Introduction
We want to ensure that you are satisfied with our services. We have a policy for managing your complaints if you are not happy with our services. We will seek speedy resolutions and provide mediation between customers and staff. We will listen to and respond to feedback from customers and act to implement improvements to our service. We embrace the Local Government & Social Care Ombudsman (LGSCO)’s principles for effective complaint handling, including consideration of some of their best practice Code that was introduced in February 2024:
- Accessibility – the policy is well publicised, easily accessed and understood
- Communication – effective, timely communication between all parties
- Timeliness – We aspire to provide resolution within 10 working days, but it can take up to 20 working days if a complex matter.
- Fairness – dealt with in a proportionate, open-minded and impartial way considering the Ombudsman’s best practice Code
- Credibility – effective leadership to ensure complaints and learning has a high profile
- Accountability – managed in a proper and open way
We will always try to resolve things that go wrong quickly, and to give customers the best possible outcome. We aim to achieve this on an informal basis. So, as a first step, the customers should talk to staff at the point of service delivery to try to reach an informal agreement. We can also try to resolve any concerns informally but, failing this, we can provide advice on how to make a formal complaint. We will seek to achieve this through the following key aims and objectives:
- Creating a culture of learning and improvement
- Providing customers lots of ways to give feedback
- Leadership in sharing lessons across the council
- Reach the optimum resolution or outcome
- Resolve the problem quickly if possible
- Observe the best practice guidance of the Ombudsman’s Code and not obstruct the complainant from contacting them.