Corporate complaints policy - Putting things right

If something has gone wrong, the Council will recognise this. We will tell you about the actions we have already taken, or intend to take, to put things right. These actions may include:

• apologising
• acknowledging where things have gone wrong
• providing an explanation
• taking action if there has been delay
• reconsidering or changing a decision
• amending a record or adding a correction or addendum
• providing a financial remedy
• changing policies, procedures or practices 

When we put things right, we will tell you what the proposed remedy is and when it will happen.