Complaints policy and procedure

Introduction

1.1    Welwyn Hatfield Borough Council (‘the council’) is committed to improving quality of service and the experience of customers using our services.
1.2    Whilst we aim to ensure that the customer is at the heart of everything we do, we know that on occasion, our customers will have cause to complain.
1.3    This policy provides the framework for ensuring that complaints received across the council are handled consistently, fairly and effectively.