Putting things right
Where our investigation identifies that something has gone wrong, we will acknowledge this and set out the actions already taken (or which will be taken) to put things right, and by when. These may include:
- Apologising
- Providing an explanation of what went wrong or reasons why
- Taking action / providing the service if there has been delay
- Reconsidering or changing a decision
- Amending a record or adding a correction
- Providing a symbolic payment or financial remedy
- Changing policies, procedures or practices
Remedies will vary case by case, dependent on the impact of the failings identified. The aim is to offer a fair and appropriate remedy and, where reasonably possible, to put you back in the same position you would have been in had the service failure not occurred. When deciding on appropriate remedies, we will be guided by the current good practice guidance issued by the Ombudsman.
Where a complaint has been made about staff conduct, we are unable to share any information with you regarding the outcome. If, following investigation of a complaint, the Council determines that individual action is required against an employee, this will be dealt with in accordance with the Council’s internal disciplinary policies. Details of any action(s) taken are the personal data of that employee and so cannot be disclosed.