LGSCO Complaint Handling Code Self-Assessment 2025

1: Definition of a service request and complaint

We recognise the difference between a service request and a complaint, and these are defined in our policies and procedures.

­­The difference is explained explicitly in the policy.  Staff are reminded to adhere to this and it is included in training.

2: Exclusions 

Our complaints policy sets out circumstances where we would not consider a complaint. These are reasonable and do not deny individuals access to redress.

Anything that may be out of scope is listed in the policy document and is usually where other more appropriate mechanisms  / routes apply.

We provide different channels through which individuals can make complaints. These are accessible and we can make reasonable adjustments where necessary

A wide range of ways to make complaints is routinely advertised in various way to ensure fairness and accessibility for all.

4: Complaint handling resources

We have designated, sufficient resource assigned to take responsibility for complaint handling. Complaints are viewed as a core service and resourced accordingly.

Any member of staff in any service can take a complaint.  Customer Service staff are central to supporting this with the Office of the Chief Executive overseeing the management of implementation of the policy and procedure.

We have a single policy for dealing with complaints covered by the Code and individuals are given the option of raising a complaint where they express dissatisfaction that meets the definition of the complaint in our policy.

One central corporate complaints policy and procedure is in place.  Officers are reminded when matters are appropriate to be dealt with as a formal complaint, ensuring the customer is happy with the approach.

We process stage 1 complaints in line with timescales and processes set out in the Code.

5 working days for acknowledgement following receipt.

10 working days for full response.

We process stage 2 complaints in line with timescales and processes set out in the Code.

5 working days for acknowledgement following receipt.

20 working days for full response.

When something has gone wrong we take action to put things right.

Included within the policy, we will aim to resolve the situation promptly, fairly and proportionately.

We produce an annual complaints performance and service improvement report for scrutiny and challenge which includes a
self-assessment against the Code.

Annual Report for Complaints and Service Improvement Report along with self-assessment against the Code together with Ombudsman Annual Review letter are considered at the Council’s Audit & Governance Committee.

We have appropriate senior leadership and governance oversight of the complaints process and performance.

Complaints data is periodically shared at Corporate Management Team meetings.  We have a dedicated Member Responsible for Complaints  (MRC).  Corporate Governance Working Group (CGWG) are informed of complaints data routinely.