Our aims and objectives
The aim of this policy is to provide a clear and systematic framework for dealing with compliments, comments or complaints in a fair, consistent and structured manner.
Our objectives are to make sure that:
- The process is as simple, straightforward and accessible as possible, so that it is easy for you to give us your feedback about our services
- Wherever possible, every effort is made to resolve complaints informally and at the earliest opportunity
- Complaints are dealt with quickly, effectively and in a fair and honest way
- The process is fully understood and consistently followed by all services and staff
- We keep you informed regarding the progress of your complaint, who is dealing with it, and the expected timescales for response
- You feel that all relevant information and evidence has been considered, and your complaint thoroughly investigated and responded to, even if the complaint is not upheld
- We identify learning and opportunities for improvement from upheld complaints, and use these to drive positive changes and improve service delivery
- We meet our duty to promote equality in the way we deliver our services and ensure that there are no discriminatory barriers to accessing and receiving services
- Our processes and procedures are fully aligned with the guidance and good administrative practice set out in the Local Government and Social Care Ombudsman’s Complaint Handling Code.