Corporate Complaints Team

Understanding the Complaints Process

This section explains how complaints are handled by the Council and how colleagues should register and manage complaints to ensure a consistent approach across all services.

All complaints must be handled in line with the Council’s Complaints Policy and the information published on the Council website.

What Is a Complaint?

A complaint is an expression of dissatisfaction about a service provided by the Council, where a customer believes, we have failed to meet an expected standard.

This may include dissatisfaction about:

• The quality of a service
• Delays or failure to deliver a service
• Poor communication
• Failure to follow policy or procedure

What Is Not a Complaint?

Some matters fall outside the corporate complaints process and must be dealt with through other routes.

These include:

• Requests for a service (e.g. reporting a fault)
• Freedom of Information or Subject Access Requests
• Insurance claims
• Social Services complaints
• Employment or HR matters
• Complaints about elected Members or schools
• Statutory appeals (e.g. planning decisions or parking fines)

If you are unsure whether an issue is a complaint, contact the Corporate Complaints Team for advice before progressing.

The Complaints Stages

Stage 1: Informal Resolution

Stage 1 aims to resolve complaints quickly and locally.

• Complaints should be acknowledged promptly
• Services should seek to resolve issues wherever possible
• The target timescale is 10 working days
• The Corporate Complaints Team is notified of all complaints and can provide advice and support

Stage 2: Formal Investigation

Stage 2 involves a formal investigation of the complaint.

• A clear understanding of the complaint is agreed
• An investigating officer is appointed
• Evidence is reviewed and relevant staff may be consulted
• The target timescale is 20 working days, with updates provided if an extension is required

A written response is issued explaining the findings, conclusions, and any actions identified.

Registering a Complaint

To ensure consistency and transparency, all complaints must be registered through the Corporate Complaints process.

Complaints can be registered by:

• The online complaints form on the Council website
• Telephone
• In writing

Colleagues should not investigate complaints outside of this process or hold complaints informally without registration.

Learning from Complaints

Complaints are a key source of learning and service improvement.

• Outcomes and themes are reviewed corporately
• Learning is shared with services
• Actions are monitored and reported
• Complaints data informs training, guidance, and improvement work

Complaints Training and Guidance

This section contains approved training materials, guidance documents, and templates to support colleagues in managing complaints effectively and consistently.

All documents in this section are maintained by the Corporate Complaints Team.

Document Library

• Complaints Policy
• Guidance Notes for Colleagues – Complaint handling at every stage
• Complaints – Ombudsman – Accountability and Responsibilities
• Stage 1 Complaint Checklist
• Stage 1 Complaints – Outcome Templates (Word Doc)
• Stage 1 Complaints – Outcome Examples
• Stage 2 Complaint Checklist
• Stage 2 IO Report Template (Word Doc)
• Stage 2 IO Report Example

Corporate Complaints Performance

This section provides transparency on complaints performance across the Council and supports learning and service improvement.

Data is updated quarterly and reflects performance across the financial year.

Quarterly Performance Overview

This section provides a high-level overview of:

• Total complaints received
• Stage 1 and Stage 2 volumes
• Compliance with response timescales
• Complaint outcomes

Data is presented to support improvement and consistency across services.