Aim

To detail procedures for members of the public, businesses or other agencies regarding the submission and investigation of complaints about the Food Safety Service and the implementation of any necessary corrective/preventive action when a complaint has proved to be justified.

Review

This document will be reviewed in the event of any relevant significant changes as necessary and also on an annual basis from the date of implementation.

Corrective Actions

If the procedure is not being adhered to corrective action will be taken which may include revision of this document or staff training, as appropriate.

Policy

The main procedure within Protective Services for dealing with complaints about the Service is detailed in ISO 9001:2000 Procedure QAP10. A copy can is attached with this procedural note.

In addition the Council has a Corporate Complaints Procedure (Complaints, Comments and Compliments Process). This is also referred to in our separate Enforcement Policy.

As part of the corporate process, leaflets are available at Council buildings' main reception areas and these documents provide details of how and where to lodge a complaint. A leaflet can also be used for the purposes of submitting a complaint about the Service.

Complaints can also be submitted online through the Complaints page on North Lanarkshire Council's website.

Date of introduction: 18/04/2002.

Date of Review:  01/04/2007.

Summary of Hyperlinks

• Complaints