Comments, compliments and complaints policy

Roles and responsibilities

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

 


 

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 the authority’s responses to complaints being investigated by the Local Government Ombudsman
  • monitor complainants' satisfaction with how their complaints are dealt with