Corporate complaints policy - Purpose and scope
Published: 21 October 2025
Our approach
This Policy provides a clear and structured approach for handling complaints. Our aim is to resolve issues promptly, learn from feedback, and continuously improve the services we offer. By encouraging open communication, we hope to maintain the trust and confidence of our residents, local businesses and other stakeholders, ensuring that all complaints are handled with transparency, respect, and diligence. This Policy aligns with the new Local Government and Social Care Ombudsman Complaint Handling Code 2024.
The complaints process
The Complaints Policy outlines the process for submitting a complaint, the steps the Council will take to investigate and resolve the issue, and the rights of complainants throughout the process. Ultimately, this Policy reflects our commitment to accountability and our dedication to delivering the highest standards of public service.
Who this policy applies to
This Policy applies to anyone who uses or is affected by the services provided by the Council. This includes residents, businesses, and other stakeholders.