New complaints
The Council does not support a “blanket policy” of ignoring genuine service requests or new complaints where they are founded. Any new complaints received from customers who are or have been subject to this policy will be considered on their own merits.
The Service Lead will decide whether any restrictions which have been previously applied are still appropriate and necessary in relation to the new complaint.
If the ‘new’ complaint is considered to be the same or broadly similar to the issues previously investigated, just with minor additions or variations, we will not investigate it. The Service Lead will email or write to the customer to explain why and advise them of their right to take our decision to the Ombudsman.
Where a customer tries to re-open an issue that has already been through and fully exhausted the Council’s complaints procedure (including referral to the Ombudsman), the Service Lead will inform them by email / in writing that the procedure has been exhausted, the matter is now closed, and no further action will be taken.
