We are reviewing our Complaints Policy to improve how we deal with complaints as the council currently has several disparate, out of date policies. This can be a challenge to navigate and understand the correct and most efficient way to raise a concern. We found that most people who didn’t complain decided against it as they felt it wouldn’t make a difference. However, some also noted other reasons such as a lack of understanding of our complaints process and language or technological barriers.
We are proposing a change from the current three-stage policy to reduce the number of stages, allowing the council to focus on what matters most - getting it right first time. We want a simpler and more streamlined way of handling complaints providing a full response from capable, well-trained staff.
We would like to hear your thoughts on our proposed changes. Please take a look at the definitions and help us by completing this survey before Friday 24 March 2023.
Your feedback will be included in a report which will be used to shape the new policy and will be made available in summer 2023.
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