Corporate Complaints Policy - January 2026
Introduction
This policy sets out the process the council will follow to respond to complaints effectively and fairly. The purpose of the policy is to enable us to resolve complaints raised by individuals promptly, and to use the data and learning from complaints to drive service improvements. It will also help us to support a positive complaint handling culture amongst council officers. You can also use the policy to share positive feedback about a service you have received, share a suggestion or give general feedback.
The policy sets out what you can expect when you make a complaint about the council. We will seek feedback from people who make complaints about how their complaint was handled as part of the drive to encourage a positive complaint and learning culture.
The principles, process and timescales set out in this policy align with the Complaint Handling Code issued by the Local Government and Social Care Ombudsman, issued under section 23(12A) of the Local Government Act 1974.
A copy of the Complaint Handling Code can be found on the Ombudsman's website.
