Complaints policy and procedure

Performance and Monitoring

18.1. The monitoring and review of complaints give valuable information about customer perception and service performance and identify areas of organisational learning from complaints to drive service improvement.

18.2. The council will collect information on the total number of complaints received across each stage of the process, number of complaints answered within timescales and their outcomes. We will also use information from lessons learned from complaints to review services where appropriate.

18.3. To assist with the council's approach to service improvement, we may, where appropriate, contact individuals who have made complaints to seek their views on their experience of the process.