Decision details

To receive a review of the Complaints Policy from Group Manager for Business Transformation and Customer Engagement

Arising from a report of the Group Manager for Business Transformation and Customer Engagement, the Scrutiny Committee had recommended that the revised policy be approved.

The Customer Services Manager outlined the contents of the report stating that the policy last reviewed in September 2015 highlighted the key requirements for recording and dealing with complaints, which remained unchanged in the revised document. The policy continued to set out the standards and timescales that customers expected when providing feedback to the authority, it also provided standards for staff in dealing with complaints and any feedback.  The policy had been updated to reflect changes in the structure and to show that stage 1 complaints would be dealt with by Services Managers and stage 2 complaints by Group Managers or a member of the Leadership Team.  The policy also reflected the change of contact details for the Ombudsman.

RESOLVED that the recommendation of the Scrutiny Committee be approved.

(Proposed by Cllr C R Slade and seconded by Cllr P H D Hare-Scott)

Note:  *Report previously circulated, copy attached to minutes.