Corporate complaints policy - Complaint handling principles

We aim to provide early and local resolution of issues between the Council and complainants and recognise it is key to effective complaint handling. 

When we answer a complaint, we will ensure that the person responding to the complaint:

• clarifies any aspects of the complaint they are unclear about with the complainant
• deals with complaints on their merits, acts independently and has an open mind
• gives the complainant a fair chance to set out their position
• takes measures to address any actual or perceived conflict of interest
• considers all relevant information and evidence carefully

We will make reasonable adjustments for complainants where appropriate under the Equality Act 2010 and keep a record of any adjustments agreed. We will clearly state any reasons we have for not escalating a complaint through all stages of the complaints procedure. See Exclusions above for more detail. 

We recognise that a complaint may be remedied at any stage of the complaints procedure and have systems in place to allow this. 

The Council aims to deal with complainants in a way that is open, fair and proportionate whilst ensuring there is no detriment to other service users, officers or the Council as a whole. There may be occasions where complaints are pursued in a way that is unreasonable. In these instances, the Council will review the individual circumstances in line with the Unreasonable, Unreasonably Persistent and Vexatious Complaints Procedure and may decide to place certain sanctions in place to manage the contact with the complainant.