Corporate Complaints Policy - January 2026

We will look beyond the circumstances of an individual complaint and consider whether service improvements can be made as a result of any learning from complaints.

We will promote a positive complaint handling culture and use complaints as a source of intelligence to identify issues and introduce positive change in service delivery. We will report wider learning and service improvements from complaints to stakeholders, such as citizen's panels, officers (through our annual complaints forum) and the relevant council committee.

The Complaints Manager will oversee our complaints handling performance. They will assess themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision. 

There will be a Council Member who will have lead responsibility for complaints and governance arrangements, promoting a positive complaint handling culture. The Complaints Manager will provide the lead member with regular information on complaints that provides an insight into the council's complaint handling performance. They will have access to suitable information and officers to perform this role and report on their findings.   

Lisa Williams has been appointed as the council's Complaints Manager.

Councillor Paul Rowling is the member who has lead responsibility for complaints.