Self-assessment against the requirements of the Complaint Handling Code.
| Code section | Action | Do we follow the Code: Yes/No |
Explanations and Commentary |
|---|---|---|---|
| 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. | Yes | The difference is explained explicitly in the policy. Staff are reminded to adhere to this, and it is specifically referred to 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. | Yes | Anything that may be out of scope is listed in the complaints policy document and applies usually where other mechanisms or routes are more appropriate. It is also made clear in the policy that every complaint raised will be considered, and only excluded if it is fair and reasonable to do so. |
| 3: Accessibility and awareness | We provide different channels through which individuals can make complaints. These are accessible and we can make reasonable adjustments where necessary. | Yes | A wide range of ways in which to make a complaint is routinely advertised in various ways to ensure fairness and accessibility for all. This is also stated in the policy along with advice about the help and support that is available. |
| 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. | Yes | Any member of staff in any service can take a complaint. Customer Service staff are central to supporting this area of work, with the Office of the Chief Executive overseeing the management of the implementation of the policy and procedure. |
| 5: The complaint handling process | 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. | Yes |
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. The complaints policy also states that individuals are given a choice of making a complaint. |
| 6: Complaints stages (Stage 1) | We process stage 1 complaints in line with timescales and processes set out in the Code. | Yes |
5 working days for acknowledgement following receipt and 10 working days for full response. |
| 6: Complaints stages (Stage 2) | We process stage 2 complaints in line with timescales and processes set out in the Code. | Yes |
5 working days for acknowledgement following receipt and 20 working days for full response. |
| 7: Putting things right | When something has gone wrong we take action to put things right. | Yes |
Included within the complaints policy, the Council will aim to resolve the situation promptly, fairly and proportionately, at the earliest opportunity. |
| 8: Performance reporting and self-assessment |
We produce an annual complaints performance and service improvement report for scrutiny and challenge which includes a self-assessment against the Code. | Yes |
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 each September and published on the Council’s website. |
| 9: Scrutiny & Oversight | We have appropriate senior leadership and governance oversight of the complaints process and performance. | Yes |
Complaints data is presented at Corporate Management Team meetings as part of quarterly cyclical monitoring, and shared with the Leader of the Council, the Cabinet Member for Governance. and the dedicated Member Responsible for Complaints (MRC). The Council’s Corporate Governance Working Group (CGWG) are informed about complaints data. |
Last Updated on Friday, September 25, 2026