Complaints procedure

Complaints about more than one service

When a complaint involves more than one service, the service which is the main focus of the complaint will be responsible for co-ordinating a single response to the complainant.  If the complaint is received by the Chief Executive the Corporate Service Improvement Team will identify a lead service to co-ordinate the response.

Complaints Procedure

Stage One – Complaint

The complaints process follows three key stages.  The first stage is the one where most complaints should be resolved.  Where possible we aim to resolve the complaint close to the original point of service user contact, quickly and amicably.

The officer responsible for dealing with the complaint should make sure that they respond within the timescales.  The Customer Relationship Management system should be updated with the date of the response and any other details it requires.  The response must be made in writing within 14 calendar days of receiving the complaint.

Acknowledging a stage one complaint

The officer dealing with the complaint should send an acknowledgement within five calendar days from the date we receive the complaint.  The acknowledgement letter should contain a complaint reference number and the actual date that the complainant should receive their response by.  A copy of the complaints procedure leaflet should also be included.  The Customer Relationship Management system must be updated with the relevant information.

Responding to a stage one complaint

The officer dealing with the complaint should investigate the complaint and send a response within 14 calendar days.  This response can be emailed if we have the complainant's email address.

The response should contain:

• details of the investigation and the outcome – upheld, partially upheld or not upheld
• action to be taken (e.g. apology, offer of redress,  action undertaken, why the council is unable to assist)
•  information on stage 2 of the procedure should the complainant not be happy with the decision and the contact details for the Third Tier Officer

The Customer Relationship Management system must be updated with the relevant information.

Stage Two – Appeal Third Tier Officer reviews complaint

The complainant or their representative will have 28 calendar days to write back to the Third Tier Officer stating they are dissatisfied with the stage one response. The Officer will then undertake an investigation. The Customer Relationship Management system must be updated with the relevant information and the response made in writing within 28 calendar days of receiving the appeal.

Acknowledging a stage two appeal

The Third Tier Officer will acknowledge an appeal letter within five calendar days of receiving the appeal request.  This will include the actual date that the complainant should receive their response by.  The Customer Relationship Management system must be updated with the relevant information.

[Back to Start] [Forward to next section]