Comments, compliments and complaints policy

Director of Resource and Support Services

The Director of Resource and Support Services will:

• oversee and ensure the corporate complaints system complies with best practice, quality and efficiency standards

• ensure that where improvements are recommended and appropriate, they are implemented

• provide regular progress reports to executive management team and councillors

Customer Relations Team

The Customer Relations Team will:

• develop, co-ordinate and monitor the authority’s complaints procedures to ensure that all members of the public who wish to complain receive a high level of service

• re-direct to relevant departments any complaints received centrally

• collate reports as required

• report complaints performance to the business managers, heads of services, directors and members as required

• train staff and advise on corporate complaints matters

• assist Legal Services in co-ordinating our responses to complaints being investigated by the Local Government Ombudsman

• monitor complainants' satisfaction with how their complaints are dealt with