Decision details

Complaints Procedure

Decision Maker: Director of Corporate Services

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


To implement the revised Complaints Procedure.

Reasons for the decision:

Improved complaint handling to ensure a quicker escalation to Local Government and Social Care Ombudsman.

Alternative options considered:

This is a pilot project to see if a single stage process for complaints improves performance and escalation.


With immediate effect.


Decision to implement a revised Complaints Procedure for complaints about the Council.  The decision is that for all complaints, with exception of those which fall under the statutory Children’s Services Complaints Procedure, there will now be a one stage only process.  Complaints will be investigated by either an independent complaints investigator, or a service manager in the department where they have not been involved in a case.  The timescales for a response under this revised procedure will be 20 working days, but may be extended to 30 working days where a case is complex.

Interests and Nature of Interests Declared:


Publication date: 15/10/2019

Date of decision: 08/10/2019

Accompanying Documents: